Zapier

Manager/Sr. Manager, Global Support

Zapier

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

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 team’s queue performance and operational health.
  • Partner with Support Operations to improve self-service and deflection.
  • Represent Global Support across the business.
  • Apply DIBE practices in hiring and team environment.

Requirements

  • 6-8+ years of experience leading customer support teams in a SaaS or tech environment.
  • Deep customer centricity with a bias for action.
  • Experience using AI in work environments actively.
  • Understanding of support operations related to business outcomes.
  • Decisive with a proactive approach in uncertain situations.
  • Fluency in support operations: workforce management, capacity planning, SLA management.
  • Ability to build cross-functional trust and visibility.
  • Clear and proactive communication in async distributed environments.
  • Strategic partnership experience with senior leadership (for Sr. Manager level).
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
AIautomationworkforce managementcapacity planningSLA management
Soft Skills
leadershipcustomer centricitydecisivenessproactive communicationcross-functional trust