Senior Manager, Global Support

🕒 May 7

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Zapier

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

☁️ SaaS

⚡ Productivity

🤝 B2B

💰 Secondary Market on 2021-04

SaaS • Productivity • B2B

Zapier is a leading automation platform that enables users to connect and automate workflows across more than 7,000 applications. Known for its no-code approach, Zapier empowers individuals and teams to streamline tasks by creating automated processes called "Zaps," which link triggers and actions between different apps. The platform is trusted by millions of users globally, including 87% of Forbes Cloud 100 companies, offering solutions that enhance productivity and efficiency in various business functions.

📋 Description

• Lead and develop a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems. • Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact. • Hold accountability for your team's queue performance and the operational health of Global Support as a whole. • Drive proactive support programs like churn prevention and onboarding health checks. • Partner with Support Operations on support ticket deflection and self-service improvements.

🎯 Requirements

• 6-8+ years of experience leading customer support teams in a SaaS or tech environment. • Experience leading other managers is a plus. • Deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics. • Clear communication in async, distributed environments. • Directly connected to the customer experience and maintain product knowledge. • Must be available during Pacific Time core hours.

🏖️ Benefits

• Offers Equity • Offers Bonus