Zapier

Manager – Global Support

Zapier

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $108,200 - $196,200 per year

Job Level

Senior

About the role

  • Lead and develop a team of 8+ Technical Support Specialists.
  • Spend a minimum of 2 hours per week in customer-facing queues.
  • Own 1 to 2 AI or automation initiatives per half.
  • Hold accountability for your team’s queue performance and the operational health of Global Support.
  • 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.
  • You’ve built with AI: you can point to real examples where you’ve applied AI solutions to solve real operational and customer experience problems.
  • You connect support operations to business outcomes.
  • You have deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics.
  • At the Senior Manager level: You’ve operated as a strategic partner to senior leadership.
Benefits
  • Offers Equity
  • Offers Bonus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI solutionsautomation initiativesworkforce managementcapacity planningSLA managementqueue health metrics
Soft Skills
leadershipaccountabilitycustomer-facing communicationstrategic partnership