Manager, Technical Support

Rebar is hiring a Manager of Technical Support in New York to lead and scale a remote technical support team, expanding coverage from an Eastern-heavy model to nationwide support through 7 p.m. PT. The role emphasizes performance improvements, scalable support operations, and close collaboration with Product and Engineering using support insights.

Location

This is a full-time, onsite position in NYC's Flatiron District, steps from Madison Square Park and Union Square.

Salary

USD 120,000 - 145,000 per year. Final offer depends on experience and skills.

Key Responsibilities

• Hire, onboard, and develop Technical Support Specialists as coverage expands from Eastern-heavy coverage to nationwide support through 7 p.m. PT.
• Create staffing plans, schedules, and shift structures to keep response times fast across every US time zone.
• Run 1:1s, provide regular feedback, and set clear expectations to support technical growth and career development.
• Set, track, and report on SLAs and KPIs, including first response time, resolution time, CSAT, backlog, and escalation rate.
• Maintain support that stays personal, proactive, and human as volume increases.
• Determine how Intercom Fin and AI workflows handle routine questions so specialists focus on issues requiring human attention.
• Build and refine workflows, escalation paths, triage rules, macros, and playbooks to enable scaling.
• Manage and improve the Intercom setup, including inbox routing, automations, help center, and reporting, plus integrations with HubSpot, Linear, and other internal tools.
• Develop training programs covering the product, construction and MEP (mechanical, electrical and plumbing) workflows, and troubleshooting.
• Provide prioritized, data-backed feedback to the right teams, and drive complex issues through to resolution.
• Ensure smooth handoffs across the client journey and share insights on account health, adoption risk, and upsell signals.
• Join the queue for escalations and lead by example when needed.

Requirements

• 5+ years in technical support for B2B SaaS, including 2+ years managing or leading a support team.
• Experience building a support function from scratch or scaling it through rapid growth, including processes, SLAs, escalation workflows, and team structure.
• Strong troubleshooting skills with web-based software, plus the ability to coach others.
• Experience hiring, coaching, and retaining high-performing remote team members.
• Comfort using data to manage performance, identify trends, and make staffing decisions.
• Clear communication with clients, team members, and cross-functional partners, with the view that strong support is a competitive advantage.

Technologies

• Intercom
• Intercom Fin
• HubSpot
• Linear
• Jira
• Slack

Benefits

• Base salary: USD 120,000-145,000 per year (final offer based on experience and skills).
• Equity: meaningful grant, aligned with your background.
• Health coverage: medical, dental, and vision.
• Unlimited PTO and team lunches.

Bonus (Preferred)

• Hands-on Intercom experience (admin, automations, Fin, help center, and reporting).
• Background in construction, construction tech, or MEP (mechanical, electrical and plumbing) contracting.
• Experience at an early-stage or high-growth startup.
• Experience designing coverage models across multiple time zones.
• Familiarity with APIs, integrations, or debugging tools.
• Experience with Linear, Jira, HubSpot, Slack, or similar tools.
• Experience building knowledge bases, training programs, and client-facing documentation.

What Success Looks Like

• First 30 days: Learn the product and workflows hands-on, become a product expert, work the queue, and build relationships with Client Success, Implementation, Product, and Engineering.
• First 30 days: Audit processes, SLAs, Intercom setup and reporting, then identify gaps and quick wins.
• First 30 days: Establish a regular 1:1 and coaching cadence for each specialist.
• First 60 days: Produce a coverage plan and hiring roadmap to reach nationwide coverage through 7 p.m. PT, and put core KPIs plus a recurring support performance report in place.
• First 60 days: Ship initial process improvements, including triage, escalation paths, macros, and documentation.
• First 90 days: Begin hiring aligned to the coverage plan, with onboarding and training ready.
• First 90 days: Build a repeatable technical training path for new and current specialists.
• First 90 days: Hold or improve first response time and CSAT while volume grows.
• First 90 days: Run a consistent feedback loop with Product and Engineering on recurring issues and product gaps.