Careers
Customer Support Manager
We’re hiring a Customer Support Manager to build and lead Customer Support at Actual™.
You’ll lead our Support team while building the systems, processes, and technology that allow the function to scale alongside the business. You’ll help shape everything from support operations and tooling to automation, reporting, and knowledge management.
You’ll work closely with Account Managers, Product, Engineering, and Operations to create a seamless customer experience across onboarding, support, and ongoing customer success. Some improvements will come from coaching your team. Others will come from improving workflows, implementing new technology, and partnering across the business to solve recurring problems.
The right person enjoys building. They see opportunities to improve how teams work, how customers receive support, and how the right technology can help both scale together.
Remote
Full-Time
About Actual
At Actual™, we’re reshaping the hospitality industry through automation, transparency, and operational efficiency.
Our flagship product, Actual™ Tips, streamlines tip management for businesses and employees, currently on track to move hundreds of millions in tips from employers to employees by the end of this year. We’re expanding into a broader suite of tools to help operators run leaner, smarter, and more profitably.
Backed by N49P, Northside Ventures, Union Capital and other notable investors, we are expanding our Customer Success leadership team and looking for a Customer Support Manager who can build and scale a disciplined, automation-driven support function.
What we're looking for
You’ve built support operations that scale
You’ve led Customer Support in a growing B2B SaaS or fintech company and understand what it takes to build a function that grows with the business. You’ve developed people, introduced operational discipline, and improved the way Support operates over time.
You know how to build the right support platform
You’ve worked with modern support technology and understand how the different pieces fit together. Whether it’s ticketing, chat, phone, AI assisted support, automation, reporting, or knowledge management, you’re comfortable evaluating, implementing, and improving the tools that support both customers and your team.
You improve systems
You naturally look for opportunities to simplify work, eliminate unnecessary effort, and create better customer experiences. You enjoy improving workflows, automation, documentation, and operational processes that make the entire organization more effective.
You think across teams
You build strong relationships with Account Managers, Product, Engineering, Sales and Operations. You understand that the best customer experience comes from improving how teams work together, not simply how tickets are resolved.
You balance speed with judgment
You know when an issue can move quickly and when it requires additional care. You’re comfortable making decisions, prioritizing work, and ensuring customer trust remains at the center of every interaction.
You’ve done this before
You have experience leading Customer Support in a fast growing B2B SaaS or fintech environment and are comfortable operating in a company where processes continue to evolve as the business scales.
What will set you apart
Experience building or transforming a Customer Support organization.
Experience selecting, implementing, or scaling customer support platforms and tooling.
Experience with Jira, Zendesk, Intercom, HubSpot, AI assisted support, workflow automation, chat, phone, or knowledge management platforms.
Experience supporting fintech, payments, payroll, or other data-sensitive and compliance-focused software.
Experience supporting hospitality businesses or other multi location operators.
What this isn't
Not a traditional Support Manager role
Success isn’t measured by how many tickets your team closes. It’s measured by the quality of the customer experience you help create and the systems you build to help the team scale.
Not a role focused only on day to day operations
You’ll spend as much time improving processes, automation, tooling, and reporting as you will managing the daily operation of Customer Support.
Not a role where everything is already built
We’re a startup. We’re looking for someone who enjoys building. You’ll help shape the tools, processes, and operating model that will support the next stage of the company’s growth.
Why Join Us?
Be part of a fast-scaling company transforming how hospitality teams manage tips and operations
Play a key role in protecting trust and financial accuracy on a platform that ensures hospitality teams deliver hard-earned tips accurately and on time
Help build a disciplined, scalable support function from the ground up
Work closely with leadership and cross-functional teams in a supportive, collaborative, fast-paced environment focused on shared outcomes
Collaborate with a mission-driven, supportive team that values accountability and autonomy