Customer Support Manager

Location: Utah or San Diego Office

Reports to: Head of Product

Compensation: Base salary of $60-80,000 DOE

Position Overview

Tiled is seeking a Customer Support Manager who will own and operate the full customer support function. In this role, you’ll act as both the strategist and the hands-on support provider by responding to customer needs, designing scalable processes, and building the foundation of our future support team. This is an exciting opportunity for someone who thrives in a player-coach role: rolling up their sleeves to help customers while also setting the vision for how support should evolve as we grow.

Responsibilities

• Act as the primary point of contact for customer inquiries, providing timely, empathetic, and effective support.
  
  
• Troubleshoot and resolve customer issues, escalating to Product or Engineering teams when necessary.
  
  
• Build and maintain customer-facing resources (FAQs, help articles, knowledge base).
  
  
• Track and report on support activity to identify trends and recurring issues.
  
  
• Develop and document support processes, policies, and workflows to prepare for future team growth.
  
  
• Represent the customer internally, sharing feedback and insights with cross-functional partners to improve product and service quality.
  
  
• Own the evaluation and administration of customer support tools and systems.
  
  
• Lay the groundwork for eventually hiring and mentoring future team members as Tiled expands.
  
  

Qualifications

• 3+ years of experience in a customer support, customer success, or related role, ideally in SaaS or technology.
  
  
• Strong problem-solving skills with a technical aptitude for learning new platforms quickly.
  
  
• Excellent written and verbal communication skills, with a customer-first mindset.
  
  
• Comfortable working independently and taking ownership of an entire function.
  
  
• Experience using customer support tools (Hubspot).
  
  
• Passionate about building scalable processes and delivering exceptional customer experiences.
  
  

Why Join Tiled?

• Opportunity to build and lead the foundation of customer support at an innovative company.
  
  
• Autonomy to shape processes and create a support model from the ground up.
  
  
• Collaborative, mission-driven culture with room for growth.
  
  
• Competitive salary and benefits package.