Customer Support Manager

Remote Hybrid: New York City, 3 Days in office (Manhattan)

Salary: $55,000-$65,000

Reporting to: VP of Customer Success

About us

Duel is a SaaS company on a mission to make Brand Advocacy the industry standard playbook for building brilliant retail brands. It was founded by world record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis, and we exist to show there’s a better way to build businesses, to build a better future, proving that caring for people builds brand, which builds long-term and exponential profit returns.

The Duel Brand Advocacy Platform allows enterprise brands to do just that, scaling how they manage their relationships with thousands of advocates, customers, creators, and brand ambassadors. We’re proud today that brands such as Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria’s Secret, and Elemis (to name a few, but not to name some household names that we can’t talk about yet) are doing just that. The Duel team comprises psychologists, brand experts, and community builders, combining cutting-edge brand expertise with seasoned SaaS experience.

The Role

We’re looking for a Customer Support Manager to join our growing Customer Success team.

This role is critical in providing timely resolution to customer issues, preventing churn, and ensuring an excellent support experience for brands using our software.

This role will focus on troubleshooting and resolving brand issues, offering reactive support once programs are live, and enhancing support workflows. Additionally, it will support the Customer Success Team by allowing them to focus on proactive engagement while feeding valuable data to the product team to drive improvements.

If you’re passionate about making customers happy, tackling technical challenges, and shaping a world-class support function, we’d love to have you on our team.

We’re looking for someone who will…

• Deliver quick, high-quality resolutions to customer inquiries, making sure every issue is fully addressed and customers feel supported.

• Own and coordinate support requests across multiple projects to ensure timely and positive outcomes.

• Investigate and troubleshoot software-related issues (e.g., APIs and front-end challenges), working closely with Product and Engineering teams when needed.

• Proactively spot potential issues before they escalate, helping prevent customer churn and maintain strong relationships.

• Suggest enhancements to our software based on customer feedback and support insights.

• Optimise support workflows to drive retention and overall satisfaction.

• Understand and document customer concerns, turning them into clear goals and acceptance criteria for your team.

• Keep everyone informed about timelines, priorities, and any budget constraints to avoid surprises and build trust.

• Test new features and fixes to confirm they meet both customer and internal quality standards.

• Compare estimated work against actual progress, adjusting as needed and communicating updates to clients.

• Write user stories, create accurate estimates, and maintain project boards so the team stays aligned and customers stay happy.

• Log time accurately and prepare clear reports for billing and invoicing.

• Develop training materials and resources to help team members grow and provide top-notch support.

• Regularly update clients on timelines, challenges, outcomes, and costs through email, phone, or online meetings.

We’d love to hear from you if…

• Have at least 4 years of experience in a Technical Customer Support role, ideally in a SaaS environment (4+ years is a plus).

• Have experience building a cross-functional customer or, technical support function, within Tech, Professional services or ideally SaaS environment

• Excel at advanced troubleshooting and have a genuine passion for problem-solving.
  Possess excellent communication and interpersonal skills, always keeping the customer front and center.

• Have a track record of enhancing support ticketing systems, CRMs, and other support tools.

• Are comfortable prioritising in a fast-paced setting and handling shifting priorities.

• Know your way around webhooks, API logs, and error tracking, and have experience using browser debugging tools like Chrome DevTools or Postman.

• Understand MarTech software and their technical requirements, including API integrations and front-end troubleshooting.

• Can work with basic coding concepts (HTML, CSS, JavaScript) to help diagnose and resolve front-end issues.

• Use support metrics (CSAT, response time, resolution time) to assess performance and identify areas for improvement.

• Have some experience with BI tools to analyse support data and drive better decisions.

In-person and remote working balance

• We have a growing team of people on the ground in our NYC office as well as HQ's in London & Bristol, UK

• Although our approach to hybrid working is flexible, priority for this role will be given to people based in New York City, within a commutable distance to Manhattan. We are keen to spend some days each week in a shared space partnering with the VP of Sales and the wider sales team.

Why Duel?

We want to build a remarkable company with remarkable people and a remarkable culture that you will want to shout from the rooftops about. In a relaxed, flexible, and fun environment, the team is driven to making the business a success while enjoying what we do and who we do it with.

We have a growing benefits package, including;

• Flexible working hours - if you need to fit around childcare or life, we understand.

• 25 PTO Days + 11 Statutory Holidays + End-of-year break (3-4 additional days depending on dates)

• Options scheme for all full-time employees - it’s important to us that everyone shares in what we build.

• US Healthcare Options - More to come on this

• 401K Match Plan

• A growing benefits package, including;

  • Company MacBook to work from

  • $350 WFH Set-Up

  • Headspace Contributions

  • Personal Development budget and support

  • 2 additional days leave for volunteering