Kaizenlabs

Customer Support Operations Manager

New York, NY

Sponsorship not specifiedDetected 49 days ago

Customer SupportIntercom

About the role

It's an essential role with the mandate to define what great looks like rather than inherit it.
This is a hybrid role based out of our New York City HQ.
Candidates must reside in New York or be able to commute to New York City to work out of our office at least three times a week (Tuesdays - Thursdays).

Design escalation paths from first principles: separate reactive work from scalable work, route escalation-ready tickets automatically, and specialize the high-skill motions
Own the support metrics that matter: First Response Time, Time to Close, CSAT, CX Score, NPS, and AI deflection. Move them, not just monitor them
Build the playbook for standing up support on new products and customer we onboard, so growth doesn't mean chaos
Own and optimize the support tooling stack, including Intercom and Fin: tune automation and retrieval so routine tickets resolve themselves and agents get smarter context on the ones that don't
Own help center and training content, and lead training sessions that get the team fluent on new product features fast
Build feedback loops across product, engineering, and deployment so support insight improves the platform, not just the queue
Deep customer support operations experience: you've run support, designed the workflows and escalation paths, and owned how a team actually delivers
A track record of owning support metrics (CSAT, deflection, FRT, time to close) and actually moving them, with the specifics to prove it
Experience turning messy, ad-hoc support processes into scalable, system-driven workflows
Comfort building 0→1 with no playbook. You've stood something up from nothing before and can speak to how

separate reactive work from scalable work, route escalation-ready tickets automatically, and specialize the high-skill motions

They are residents applying for benefits, public servants trying to do their jobs, and communities relying on services that simply have to work
100% coverage across the board: medical through Oxford/United (Gold and Platinum PPO plans), dental through Guardian PPO, and vision through Beam - all fully covered for employees, with 100% coverage for dependents.
$100,000 in fully paid life insurance.
FSA and Dependent Care FSA.
One Medical membership, on us - same-day primary care, 24/7 virtual visits, and offices all over the city.
16 weeks of fully paid parental leave for birthing parents.
Unlimited PTO, with a two-week minimum (we mean it when we say take time off!)
$50/month commuter benefit (company contribution).
Fully covered gym membership at Grindhouse https://grindhousemhttn.com/ - right across the street from our office at 47 W 17th St (and in Williamsburg).
$100/month utility stipend.
$300/quarter pet care stipend.
Up to $750 one-time home office or desk setup stipend for NYC-based employees. $500 for remote employees.

Work directly with customers, designing the systems that serve them and personally resolving the escalations that test those systems

This listing is sourced directly from Kaizenlabs's careers page and normalized into a canonical job model.