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Director of Customer Support



Customer Service
Posted on Saturday, March 23, 2024

As a Director of Customer Support You Will:

Be responsible for the planning, building and scaling the Customer Support function for the company, both to serve our existing 100+ customers, but also with an eye toward continued rapid growth in users of the platform.

With the explosive growth of our in-branch application, we are seeing high numbers of new users in the product, which is and will continue to lead to growth of Tier 1 support questions (“how do I…”) as well as Tier 2 support challenges where the customer may not have the technical ability or access within the MANTL product to be able to help themselves.

To build Customer Support at MANTL, you will need to be a self-motivated, self-starter who thrives on ambiguity and has a true ownership mindset. You will need to partner effectively and collaboratively with a diverse set of stakeholders that includes Executive leadership in Product, Engineering and Customer Success, while balancing the needs of those stakeholders with customer expectations and demands. The successful candidate will have demonstrated experience rolling up their sleeves to get the job done, while building and scaling in Customer Support or similar function at a highly technical Enterprise SaaS company. You will have experience in and curiosity about leveraging and emerging technology to support the growth of the function, including ticketing systems, AI interactions, and other supporting technologies.

About You:

  • You have a passion for building reliable, scalable, right-sized, and well-documented systems and services for supporting MANTL's products, as well as an interest in exploring new technologies.
  • Have self-starter in your DNA. You’re deeply curious about how things work, and love solving hard problems.
  • You’re an experienced team builder with a passion for creating efficient and effective systems.

We Are Looking For:

  • 5+ years supporting and building infrastructure with direct hands-on experience with a variety of tools and frameworks. Familiarity with JSON, XML, and SQL plus. Ability to read Javascript preferred.
  • You have both the skills, and interest, to do the hard work of customer support. You will plan, design and hire a team, but before that happens, you will be expected to step deeply into the work as an individual contributor.
  • This is a unique opportunity where you’ll have wide latitude and Executive support to define and design customer support at an exciting and fast-growing company. The successful candidate will view this as an opportunity to become an expert in a new software platform, to be instrumental in solving customer problems, and to build support the right way from the ground up.
  • If you’re not interested in rolling up your sleeves and doing the work, this isn’t the right opportunity for you. But if you’re into building an amazing, great and enduring company - we’d love to talk to you.

What We Offer:

  • Competitive salary ranging from to $185.000 to $225,000 depending on overall experience and level.
  • Equity
  • 100% covered medical, dental and vision insurance for employees & 50% coverage for families
  • Unlimited PTO
  • Remote setup allowance of $400
  • Creative and fun team-building events (improv, chocolate and wine tasting, happy hours)
  • Mental health and wellness programs
  • 100% Remote
  • And more!

Who is MANTL?

MANTL is a fast-growing remote FinTech SaaS company on a mission to build technology that will help America’s financial institutions and their communities thrive. Think Shopify, but purpose-built for community banks and credit unions. Our modern banking software helps level the playing field for smaller banks and credit unions by enabling them to grow digitally.

Our deposit origination platform is widely considered best-in-class in our industry, showing clear and material performance beyond any of our competitors. Check out what our CEO has to say about MANTL’s impact here.

Our investors include CapitalG, Point72, ClockWork, and BoxGroup.

The MANTL Culture

Joining MANTL means joining an ambitious and exceptional team that solves complex problems every day.

People are our most important asset and the top reason we love working at MANTL. We're a group of passionate technologists who support an accountable, transparent, and collaborative culture that fosters productive and engaging discussions. We want to work with inclusive people who understand the importance of treating their colleagues exceptionally well.

MANTL is an Equal Opportunity Employer. We do not discriminate against qualified applicants or employees on the basis of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by federal, state, or local law, rule, or regulation.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.