Customer Support Manager, Monograph
$80-90k
More information about location
Project management software for architects and engineers
Open for applications
Project management software for architects and engineers
21-100 employees
Open for applications
$80-90k
More information about location
21-100 employees
Company mission
To empower the professionals who create our buildings and cities.
Role
Who you are
- 5+ years of experience in SaaS customer support
- 3+ years of people management experience in a high-volume, live support environment
- Deep hands-on experience administering and optimizing Intercom (workflows, routing rules, SLAs, automation, reporting)
- Experience leveraging AI-powered support tools such as Fin to drive measurable improvements in resolution and efficiency
- Demonstrated experience leading a structured phone support environment with defined service level targets
- Proven track record of improving CSAT, response times, and operational KPIs
- Strong analytical skills with comfort using dashboards and performance reporting
- Experience operating in a fast-paced, scaling startup environment
- Strong escalation management and customer de-escalation skills
- High ownership mindset with strong execution discipline
- We encourage individuals from underrepresented backgrounds, including women and minorities, to apply. Even if you don’t meet every listed requirement, we still encourage you to apply — we value growth mindset and potential
What the job involves
- The Customer Support Manager is responsible for leading and scaling our frontline support team across chat, phone, and email channels
- This role owns daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment to ensure customers receive fast, high-quality, and consistent support as we grow
- You will directly manage a team of Support Specialists and serve as the operational leader of our live support environment. This role has measurable impact on CSAT, response time, resolution efficiency, phone service levels, and AI-assisted resolution rates
- This role is U.S.-based with a strong preference for PST time zone to ensure alignment with team coverage and cross-functional partners
- Intercom & AI Optimization
- Serve as operational owner of Intercom configuration and optimization (inbox workflows, routing rules, SLAs, tagging, reporting)
- Continuously improve support efficiency through automation and workflow design
- Own AI performance metrics including resolution rate, deflection rate, and human handoff rate
- Partner with CX and Product to improve knowledge base quality to support AI accuracy
- Optimize Fin (or similar AI tools) to reduce cost per contact while maintaining customer experience standards
- Multi-Channel Leadership
- Lead and develop a team of 5+ Support Specialists handling chat, phone, and email
- Own performance across live phone and chat channels, including service level targets and queue health
- Design and manage phone coverage models aligned to staffing forecasts
- Monitor and improve metrics including:
- First response time
- Time to resolution
- CSAT
- Phone handle time
- Abandonment rate
- Chat concurrency and occupancy
- Deliver structured call coaching, QA calibration, and real-time feedback
- Own escalations and provide leadership during high-pressure customer situations
- Team Development & Performance Management
- Run structured 1:1s focused on performance, coaching, and career growth
- Set and enforce measurable expectations tied to productivity and quality standards
- Recruit, onboard, and reduce ramp time for new hires
- Build a culture of accountability, continuous improvement, and ownership
- Cross-Functional Execution
- Partner with Product, Engineering, Sales, and Success to ensure support readiness for launches and pricing changes
- Surface recurring customer friction and drive root-cause resolution
- Contribute insights that support onboarding performance and long-term expansion readiness
- Why This Role Matters:
- Support is often the most frequent and immediate touchpoint customers have with Monograph. As we expand our platform and introduce new add-ons, the complexity of support increases
- This role ensures we scale with rigor — strengthening phone operations, optimizing AI-assisted resolution, improving efficiency, and building a high-performance support organization that can grow alongside the business
- Location: United States (PST strongly preferred)
Our take
The architecture, engineering, and construction (AEC) industry is notorious for having long working hours that include high demands and an overwhelming amount of stress on employees, commonly leading to many professionals leaving the industry after only a few years.
This is where Monograph comes in, the Silicon Valley startup is helping architects and design professionals manage their back offices through a data-driven platform. Taken from the founder's own experience in noticing recurring challenges, the software is designed to help oversee projects, timesheets, and forecasts in one, integrated, simple interface, to simplify the entire process to reduce the strain on individuals.
Since its 21019 launch, it's attracted over 12,0000 customers, and the company's sights are set even higher. It isn't just expanding its product and engineering teams - it's positioning itself to become the ultimate end-to-end system of record for the entire industry. With bold ambitions and impressive growth, it's clear that Monograph is just getting started.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Nov 2021
$20m
SERIES B
Mar 2020
$1.9m
SEED
Total funding: $21.9m
Company benefits
- Flexible time off: Our flexible time off policy supports work-life balance and acknowledges the unique needs and responsibilities of each team member beyond their work commitments
- Insurance coverage: Monograph loves families! That’s why we provide 100% premium coverage for employees and dependents, plus dental & vision plans for employees
- Paid family leave: Growing your family? Congrats! We offer flexibility and resources to support you. You’ll get a 12-week paid leave so you can bond with your newest addition
- Fully remote work: We work hard to keep our remote work culture alive. Remote work does not mean disconnected work. Aside from regular team meetings, you can participate in Show & Tell, coffee chats, and much more. Don’t be a stranger - we want to meet you!
- Wellness stipend: We want to support your health and wellness goals. We offer a $50 per month stipend to keep you rolling. Gym memberships, fitness apps, health equipment? We’ve got you covered
- 401K plan: Stacking up for retirement? Monograph is here to support you. We also offer access to financial planning services to help you reach your goals
Company HQ
SoMa, San Francisco, CA
Leadership
Robert Yuen
(Co-Founder & CEO)Previously worked as a Designer for Blu Homes, Edmonds + Lee Architects, and Dawson & Clinton General Contractors.
Alex D.
(Co-Founder & CSO)Previously worked as an Architectural Designer for Joseph Wong Design Associates and Sitbon Architectes, and as a Web Developer at KVA matx.
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