Job Description

About Us

At AirPay, we are on a mission to improve the consumer experience for dental patients.

We are growing rapidly, partnering with top dental provider groups and insurance carriers.

Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more.

As we scale, delivering outstanding support to our customers is more critical than ever. We’re looking for a hands-on, strategic, and empathetic Senior Manager/Director of Customer Support to build and scale our support function from the ground up, ensuring we deliver a world-class experience.

About the Role

As a Senior Manager of Customer Support, you’ll play a pivotal role in defining how we support our customers across dental practices & Dental Service Organizations (DSOs) using AirPay. You’ll build and lead a growing support team, implement scalable processes and tools, and own incident management—including cross-functional response coordination and customer communications. This is a high-impact role that combines people management, operational thinking, customer advocacy, and technical curiosity.

This is an in-person role based out of our New York City office, with flexibility for some remote work.

Key Responsibilities

• Hire, onboard, and manage a high-performing customer support team
• Define KPIs, SLAs, support workflows and escalation paths to ensure excellent service delivery
• Collaborate with Engineering, Product, and CX teams to triage issues and build coordinated response/action plans when multiple customers are impacted
• Draft and manage internal and external communications for support issues & iterate on support playbooks to continually improve addressing customer questions and/or issues
• Identify, evaluate, and implement support tools (e.g., help desk, chat, knowledge base, status page, reporting dashboards) to scale customer support effectively for a fast-growing customer base
• Build scalable workflows and automation to reduce manual effort and improve response times
• Analyze support trends and feedback to proactively reduce customer friction & improve long-term customer experience

Skills & Qualifications

• 5-8+ years in customer support roles, with 2-4+ years in a management or leadership capacity
• Experience in a B2B SaaS or tech environment, ideally scaling from startup to growth stage
• Proven track record of hiring, coaching, and leading support teams from early stage through scale
• Strong communication skills—especially under pressure
• Experience with modern support tooling (e.g., Zendesk, AirCall, Hubspot/Salesforce, Slack integrations)
• A bias for action, data-informed decision making, and a high level of customer empathy
• Comfort working cross-functionally in a fast-paced, evolving environment
• Strong work ethic. We are committed to excellence, so we work harder and smarter.
• Believes that work should be enjoyable. We are a close-knit team and care about having fun at work — we want you to feel the same.
• Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America’s healthcare crisis
• Based in NYC or willing to relocate, and able to work in the office at least 3 days a week.

Please note that you must be legally authorized to work in the U.S. for this position.

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