Senior Manager, Customer Support - Remote

Overview

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

In Short

• Lead the Customer Support team at a rapidly scaling startup.
• Design scalable support models and operational frameworks.
• Implement data-driven processes to enhance customer experience.
• Collaborate with Product and Engineering to resolve issues.
• Establish feedback loops to improve service delivery.
• Enhance self-service strategies and knowledge management.
• Focus on retention and expansion through support initiatives.
• Manage outsourcing partners and ensure quality standards.
• Foster a culture of accountability and high performance.
• Utilize AI tools to improve support efficiency.

Requirements

• 6+ years of SaaS Support or Customer Operations leadership experience.
• Proven experience building and scaling support functions in high-growth environments.
• Strong people leadership skills with a focus on team development.
• Experience in reducing customer effort and systemic friction.
• Expertise in knowledge management systems.
• Strong collaboration with Product and Engineering teams.
• Experience in designing support models aligned to business needs.
• Familiarity with AI and automation tools in support.
• Strong operational rigor and data-driven decision-making skills.

Benefits

• Flexible paid time off policy and 10 company-wide paid holidays.
• Parental leave, 4 weeks for all full-time employees.
• Medical, dental, and vision benefits coverage.
• 401K eligibility after one month of employment.
• Free estate planning documents.
• Budget for learning & development and home office setup.
• Paid parking or transit for hybrid and in-office employees.