Support Manager

About BizzyCar BizzyCar is a B2B SaaS company transforming the automotive care experience for consumers, dealerships, and manufacturers. Our mission is to simplify car repairs, enabling consumers to resolve issues like recalls without leaving home or work. Through our automated platform, we streamline the process from manufacturers to dealers to customers, significantly reducing notification times and making repair scheduling seamless. Dealers benefit from increased repair revenue and strengthened customer relationships, while OEMs avoid costly fines. We are solving a $22B industry challenge, with over 70 million cars on the road having unresolved recalls. BizzyCar is a fast-paced, results-driven company with an experienced leadership team skilled in building high-value businesses. Employees enjoy competitive pay, equity opportunities, and medical benefits. While we’re a dispersed team, we prioritize collaboration and meet quarterly to maintain our strong culture. About the role BizzyCar is seeking a Support Manager to join our growing Customer Success organization. This is a role focused on establishing and growing our Support function, defining processes, shaping team structure, and creating a consistent, customer-focused approach. This is a hands-on, customer-facing role. You will work day-to-day handling inbound customer inquiries, flagging escalations, resolving HubSpot tasks and tickets, and owning on-going support for our customer base. You will partner closely with CS leadership and cross-functional teams to improve efficiency, accountability, and the overall customer experience through timely and reliable feedback. This role requires comfort operating in a fast-paced environment where priorities can shift and seeking further information or investigation is common. Your work will directly influence customer satisfaction, retention, service quality, and operational excellence across the organization. What you'll do Become a subject matter expert (SME) on BizzyCar’s platform, products, and dealership workflows Build, lead, and help scale the Support function within the Customer Success organization Operate as a hands-on support leader, owning escalations and setting the standard for execution and efficiency Design and improve support processes, workflows, and documentation to drive efficiency and repetition Develop and maintain internal documentation and customer self-service resources Monitor and analyze support metrics (SLAs, response time, CSAT, resolution rates) to drive performance improvements Act as the voice of the customer (VoC) by identifying trends and influencing product and process improvements Foster a culture of ownership, accountability, urgency, and continuous improvement Qualifications 3+ years in Customer Support, Customer Success, or a customer-facing SaaS/tech role Experience building or improving support processes in high-growth or resource-constrained environments is a plus Strong data orientation, comfortable using metrics to drive performance and operational decisions Proven track record of meeting or exceeding goals, specifically those related to customer SLAs Experience onboarding, training, and developing team members is a plus Strong organizational skills with the ability to manage shifting priorities in a fast-paced environment Excellent written and verbal communication skills Technical aptitude with the ability to troubleshoot product-related issues Collaborative, cross-functional team player with strong problem-solving instincts High ownership mentality, you see what needs to be done and do it Compensation Base salary: $65,000–$75,000 Target bonus: Performance-based bonus opportunity in addition to base pay Why You'll Love This Role High impact and visibility. Your work will directly affect customer satisfaction, retention, and operational efficiency across the organization. Hands-on experience. You won’t just manage from the sidelines, you’ll be in the tren ... (truncated, view full listing at source)