Manager, Technical Support

About the role

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.