Manager, Technical Support

ABOUT REBAR Rebar is building the AI operating system for commercial HVAC, Electrical, and Plumbing. Over the past year, our quoting platform has processed tens of thousands of projects across North America, and we’ve doubled our revenue in the first 6 weeks of this year. Our customers include many of the top firms in the industry. Some of these companies are running billion-dollar construction projects on workflows that still look like it’s 1985. Construction is 10% of GDP and still massively underserved by software. We are changing that. We recently raised a $14M Series A from leading construction tech investors and are entering our next phase of growth. We are building a set of AI native products that will define how this industry operates. We are looking for a Manager of Technical Support who wants to build a support team clients rave about. Our clients already tell each other that Rebar support is one of the best reasons to work with us, and your job is to scale that as we grow. You will lead and expand our technical support team, extend coverage to serve customers in every US time zone, and build the processes, tooling, and metrics that keep us fast and human at higher volume. You will partner with Product and Engineering to turn support insights into product improvements, making sure what clients experience shapes how we bring AI to construction. ABOUT THE ROLE We aren't a call center. We respond fast, we're human, and we go the extra mile for every client. The foundation is solid, and our customer base is growing quickly. We need a leader to scale the team and its processes without losing what makes our support special. Reporting directly to the Head of Client Success, you'll lead and grow our team of two remote Technical Support Specialists into a team that covers the whole country. Today we cover 7 a.m.–8 p.m. ET. With clients across the US, including Alaska and Hawaii, we need to extend coverage through 7 p.m. PT (10 p.m. ET). We're looking to you to build the team, structure, and technical depth to make that happen. WHAT YOU'LL DO - Build and scale the team: hire, onboard, and develop Technical Support Specialists as we expand from Eastern-heavy coverage to nationwide coverage through 7 p.m. PT. - Design coverage models: create staffing plans, schedules, and shift structures that keep response times fast across every US time zone. - Lead and coach: run 1:1s, give regular feedback, and set clear expectations so each specialist grows their technical skills and their career. - Own support performance: set, track, and report on SLAs and KPIs (first response time, resolution time, CSAT, backlog, and escalation rate), and hold the team to a high standard. - Protect the client experience: keep support personal, proactive, and human as volume grows. Speed matters, and so does going the extra mile. - Shape AI-assisted support: decide how Intercom Fin and AI workflows handle routine questions so your team can focus on the problems that need a person. - Build processes and structure: create and refine the workflows, escalation paths, triage rules, macros, and playbooks that let the team scale. - Own our support tooling: manage and improve our Intercom setup (inbox routing, automations, help center and reporting) and its integrations with HubSpot, Linear and other internal tools. - Develop technical expertise: build training programs so the team knows our product, construction and MEP (mechanical, electrical and plumbing) workflows, and troubleshooting inside out. - Partner with Engineering and Product: bring bugs, trends and product gaps to the right people with clear, prioritized, data-backed feedback, and push complex issues through to resolution. - Collaborate with Client Success and Implementation: keep handoffs smooth across the client journey, and share insights on account health, adoption risk and upsell signals. - Stay hands-on: jump into the queue, take escalations and lead by example when it counts. WHAT YOU BRING - 5+ years in technical support for B2B SaaS, including 2+ years managing or leading a support team - A track record of building a support function from scratch or scaling one through rapid growth, including its processes, SLAs, escalation workflows, and team structure - Strong troubleshooting skills with web-based software, and the ability to coach others on them - Experience hiring, coaching, and retaining high-performing remote team members - Comfort using data to manage performance, spot trends, and make staffing decisions - Clear communication with clients, your team and cross-functional partners, technical and non-technical alike, and a belief that great support is a competitive advantage, not a cost center Bonus - Hands-on Intercom experience (strongly preferred), including admin, automations, Fin, help center, and reporting - Background in construction, construction tech, or MEP 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 If you meet most of these but not all, we still want to hear from you! WHAT SUCCESS LOOKS LIKE First 30 days - Learn the product, client segments, workflows, and common support issues hands-on, and become a product expert - Work the queue alongside the team to understand how support runs today - Build relationships with Client Success, Implementation, Product, and Engineering - Audit current processes, SLAs, Intercom setup and reporting, and identify gaps and quick wins - Set up a regular 1:1 and coaching cadence with each specialist First 60 days - Deliver a coverage plan and hiring roadmap to reach nationwide coverage through 7 p.m. PT - Put core KPIs and a recurring support performance report in place - Ship the first set of process improvements (triage, escalation paths, macros and documentation) First 90 days - Start hiring against the coverage plan, with an onboarding and training program ready - Build a repeatable technical training path for new and current specialists - Hold or improve first response time and CSAT while volume grows - Run a consistent feedback loop with Product and Engineering on recurring issues and product gaps COMPENSATION AND BENEFITS - Base salary: 120,000-145,000 USD per year. The final offer depends on experience and skills. - Equity: a meaningful grant, aligned with your background - Health: medical, dental, and vision - Unlimited PTO, team lunches LOCATION This is a full-time, onsite role in NYC's Flatiron District, steps from Madison Square Park and Union Square. You'll work side by side with a high-performing team, solve real problems in real time, and help shape the future of an industry AI hasn't reached yet. EQUAL OPPORTUNITY Rebar is an equal opportunity employer. We welcome applicants of every background and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.