Senior Manager, Customer Support

Built's Mission: Connect and simplify doing business in real estate. Built is the AI-powered platform transforming the way real estate is financed, developed, and managed. Purpose-built for real estate and construction, Built began by fixing construction draw management for lenders and has grown into a comprehensive operating system addressing some of the industry’s most complex challenges. Today, Built is a partner to more than 350 lenders, over 80,000 borrowers and owners, and thousands of contractors, powering 86,000 active projects valued at more than $300 billion. Learn more at getbuilt.com . __________________________ Role Summary Scope Our Customer Support team is the front door for every lender, owner, general contractor, and vendor who uses Built. This team is at the beginning of a major transformation: we’re building AI-powered support from the ground up — installing auto-resolution, standing up deflection workflows, and fundamentally changing how cases are handled. The humans on this team will shift from volume handling to harder problem-solving, knowledge gap closure, and making the AI system smarter with every case. We’re hiring a Senior Manager of Customer Support to own the performance and development of this team through that transition. This is a people leadership role first - you’ll manage a team of escalation handlers, an L1 team lead, and an AI systems lead, and you’ll be accountable for the metrics, the culture, and the growth trajectory of every person on your team. You’ll also own the cross-functional relationships that keep support tightly connected to Client Success, Marketplace Operations, Implementation, and Product, Design Engineering. The role reports directly to the Director of Operations. If you want to lead a team that’s building what modern B2B support looks like, this is the job. What You’ll Do Own Team Performance You are accountable for CSAT, first-contact resolution, SLA achievement, L1 escalation rate, and AI auto-resolution rate. These aren’t dashboards you glance at — they’re outcomes you drive. Stand up AI auto-resolution from zero. Today, every case reaches a human. You’ll partner with the AI Systems Lead to install deflection workflows, build the feedback loop between human agents and the AI, and drive toward meaningful auto-resolution rates. Drive SLA achievement toward near-100% as AI tooling comes online. AI handles the volume; your team handles the complexity. The combination should mean customers almost never wait. Lead and Develop Your People Directly manage the L1 Team Lead, escalation handlers (L2/L3), and the AI Systems Lead. Run regular 1:1s. Set clear expectations. Hold people accountable and invest in their growth. Drive the people development agenda for the team, especially at the L1 level. As AI takes over routine case volume, the traditional L1 role will phased out. The L1s on this team need to grow into more capable problem-solvers — building deeper product expertise, developing diagnostic skills, and becoming subject-matter experts who can handle the cases AI can’t. You own that development path. Help your team understand where their roles are going and build the skills to get there. The shift from volume handling to expert-level resolution is a significant change — your job is to make it a growth opportunity, not a disruption. Create a team environment where high performers are recognized, underperformance is addressed directly, and everyone has a clear sense of what good looks like. Own Cross-Functional Relationships Serve as the primary point of contact between Customer Support and Client Success, Marketplace Operations, Implementation, and Product, Design Engineering. Ensure handoffs are clean and nothing falls through the cracks. The PDE relationship is constant. Bug tickets flow from your team to engineering. Voice-of-customer insights and product ideas surface through your team to product and design. You own the process that makes both of ... (truncated, view full listing at source)