Monograph · 17 hours ago
Customer Support Manager
United States
Full-time
Remote
Mid, Senior Level
$80K/yr - $90K/yr
5+ years expMonograph is a firm performance management platform for architecture and engineering practices. The Customer Support Manager is responsible for leading and scaling the frontline support team across various channels, ensuring high-quality and consistent customer support as the company grows.
Enterprise SoftwareSoftwareArchitecture & DesignArchitectureCollaborationEnterprise Resource Planning (ERP)Project ManagementTask Management
Responsibilities
Serve as operational owner of Intercom configuration and optimization (inbox workflows, routing rules, SLAs, tagging, reporting)
Continuously improve support efficiency through automation and workflow design
Own AI performance metrics including resolution rate, deflection rate, and human handoff rate
Partner with CX and Product to improve knowledge base quality to support AI accuracy
Optimize Fin (or similar AI tools) to reduce cost per contact while maintaining customer experience standards
Lead and develop a team of 5+ Support Specialists handling chat, phone, and email
Own performance across live phone and chat channels, including service level targets and queue health
Design and manage phone coverage models aligned to staffing forecasts
Monitor and improve metrics including:
First response time
Time to resolution
CSAT
Phone handle time
Abandonment rate
Chat concurrency and occupancy
Deliver structured call coaching, QA calibration, and real-time feedback
Own escalations and provide leadership during high-pressure customer situations
Run structured 1:1s focused on performance, coaching, and career growth
Set and enforce measurable expectations tied to productivity and quality standards
Recruit, onboard, and reduce ramp time for new hires
Build a culture of accountability, continuous improvement, and ownership
Partner with Product, Engineering, Sales, and Success to ensure support readiness for launches and pricing changes
Surface recurring customer friction and drive root-cause resolution
Contribute insights that support onboarding performance and long-term expansion readiness
Qualification
Required
5+ years of experience in SaaS customer support
3+ years of people management experience in a high-volume, live support environment
Deep hands-on experience administering and optimizing Intercom (workflows, routing rules, SLAs, automation, reporting)
Experience leveraging AI-powered support tools such as Fin to drive measurable improvements in resolution and efficiency
Demonstrated experience leading a structured phone support environment with defined service level targets
Proven track record of improving CSAT, response times, and operational KPIs
Strong analytical skills with comfort using dashboards and performance reporting
Experience operating in a fast-paced, scaling startup environment
Strong escalation management and customer de-escalation skills
High ownership mindset with strong execution discipline
Preferred
Location: United States (PST strongly preferred)
Benefits
100% premium coverage on our healthcare plans for employees and their families
Dental & vision coverage for employees and families
New laptop & equipment
Wellness Stipend
Company
Monograph
Monograph is a project management platform that specializes in architecture and engineering firms, helping manage projects and budgets.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$49.3MKey Investors
Base10 PartnersTiger Global ManagementIndex Ventures
2025-02-04Series B· $20M
2021-11-15Series B· $20M
2021-06-02Series A· $7.4M
Leadership Team
Ailyn Mendoza
Vice President, Customer Experience
Recent News
Index Ventures
2025-12-30
2025-02-06
2025-02-05
Company data provided by crunchbase