Customer Support Manager

Customer Support ManagerNew York City, NY | Hybrid (3 days/week in office) | Full-TimeAbout UsCurbWaste is a venture-backed, early-stage vertical SaaS company on a mission to modernize the waste and recycling industry. Our customers are hard-working, no-frills operators running complex businesses with limited tools. We're here to change that.With $50M raised and the backing of top-tier investors, we serve over 150 customers who rely on CurbWaste's all-in-one solution to power their operations. But we're just getting started. Our ambition is to become the system of record for the waste industry and support the people who keep our cities running.At CurbWaste, we hold a high bar. We believe in trust, ownership, and a relentless focus on delivering value. We challenge each other to grow every day and live by values that shape how we show up:Serve our customers, serve our industryBe infinitely curiousResourcefulness over resourcesWin as a team, learn as a teamDo the 1% moreWe're building something meaningful, and we're looking for big thinkers and humble warriors to join us.About the RoleWe're looking for an experienced Customer Support Manager to lead and scale a high-performing support organization that delivers a consistent, white-glove customer experience.This is a true people manager and operator role. You've built support functions before-you've designed tiered models, written the SOPs, stood up the escalation frameworks, and developed reps into higher-tier contributors. You know how to operate independently, set the strategy, and execute against it without needing leadership in the weeds with you. You're equally comfortable owning a critical escalation personally as you are coaching a rep through their first hard customer call.Success is measured by the team's ability to deliver fast, high-quality support without requiring direct manager involvement-while continuously improving processes, tooling, and customer outcomes.