NAMER
Remote
Senior
Full Time
about 1 month ago
💰$ 108,200 - $ 196,200
AIcustomer supportSaaSremotemanagersenior managertechnical supportworkforce managementautomationproactive support
Requirements
- •6-8+ years of experience leading customer support teams in a SaaS or tech environment
- •Experience building accountability systems, coaching people toward independence, and developing talent intentionally
- •Experience leading other managers is a plus
- •Experience building with AI and applying AI solutions to solve operational and customer experience problems
- •Ability to connect support operations to business outcomes such as ARR, retention, and cost efficiency
- •Decisive and defaults to action without waiting for every variable to be resolved
- •Deep fluency in support operations including workforce management, capacity planning, SLA management, and queue health metrics
- •Ability to make team’s work visible and build cross-functional trust
- •Clear and proactive communication in async, distributed environments
- •At Senior Manager level: experience operating as a strategic partner to senior leadership and owning strategy work
What You'll Do
- •Lead and develop a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems that build self-sufficiency
- •Own the full talent lifecycle: hiring, onboarding, performance, and development
- •Spend a minimum of 2 hours per week in customer-facing queues to stay connected to the customer experience and maintain product knowledge
- •Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact
- •Use Zapier’s products to reduce ticket volume, redesign workflows, and free up capacity for proactive support work
- •Hold accountability for team’s queue performance and operational health of Global Support
- •Partner with Workforce Management to model capacity scenarios and respond to volume shifts
- •Partner with Support Operations on support ticket deflection and self-service improvements
- •Drive proactive support programs like churn prevention, onboarding health checks, and high-touch retention moments
- •Represent Global Support across the business and be a proactive voice for the customer
- •Make Support’s work visible and build genuine trust outside Support
- •Build strong relationships with peer managers and stakeholders
- •Lead team through change with clear communication and readiness
- •Apply DIBE practices actively in hiring, coaching, and leadership
- •At Senior Manager level: co-develop team-wide strategy, set priorities, align on resource allocation, and drive initiatives from idea to outcome
- •Translate org goals into clear team direction connected to ARR, retention, and cost efficiency
- •Proactively flag misalignment before it becomes a blocker
About Zapier
Zapier is an IT company that provides integrations for web applications for use in automated workflows.
San Francisco, CA
500-1000
IT