Zip is looking for a Manager, Technical Support to play a mission-critical leadership role on our Customer team. You will oversee part of our Technical Support organization, sharing leadership responsibility for our Philippines-based team to drive global coverage, operational rigor, and service excellence. You will serve as a strategic connector between Support, Product, and Engineering, ensuring escalations are handled efficiently and customers receive a consistently high-quality experience.
What You'll Do
- Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways.
- Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 support coverage.
- Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals.
- Foster a culture of ownership, urgency, technical excellence, and customer advocacy.
- Act as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution.
- Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering.
- Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution.
- Build and scale global escalation pathways from Customer to Product to Engineering.
- Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks.
- Identify systemic friction points and implement process improvements that enhance predictability and SLA performance.
- Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed.
- Serve as the voice of the customer, surfacing trends and influencing product roadmap decisions.
- Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches.
- Step in directly with customers when urgent or highly technical situations require leadership engagement.
- Utilize observability tools, logs, and analytics platforms to identify patterns and operational risks.
- Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates.
- Champion automation and AI-driven support capabilities to scale the organization efficiently.
What We're Looking For
- 7+ years in technical, customer-facing roles with at least 3 years in a people management capacity within Technical Support or a similar function.
- Proven experience leading distributed or global teams.
- Strong track record partnering with Engineering and Product to resolve complex technical issues.
- Experience supporting enterprise-scale customers in SLA-driven environments.
- Demonstrated success building scalable processes and improving operational performance.
- Exceptional leadership, communication, and stakeholder management skills.
- Strong operational mindset with the ability to balance strategy and execution.
- Excellent prioritization and decision-making in high-pressure environments.
- Ability to translate complex technical concepts for both executive and non-technical audiences.
- Fast learner capable of mastering complex architectures, workflows, and integrations.
- Advanced understanding of APIs (REST/GraphQL), OAuth, SSO (Okta, Azure AD), webhooks, and integration architectures.
- Experience working across ERP systems such as NetSuite, Oracle, or SAP.
- Familiarity with SCIM, identity provisioning, and access-control models.
- Strong knowledge of SQL and debugging methodologies.
- Ability to interpret logs, stack traces, and structured datasets (JSON, XML, CSV).
Nice to Have
- Exposure to cloud platforms (AWS, Azure, GCP) and microservice architectures.
- Experience with languages such as Ruby, Python, or JavaScript.
Technical Stack
- APIs (REST/GraphQL), OAuth, SSO (Okta, Azure AD), webhooks
- ERP systems (NetSuite, Oracle, SAP), SCIM
- SQL, JSON, XML, CSV
- AWS, Azure, GCP
- Ruby, Python, JavaScript
- DataDog
Team & Environment
You will be part of the Technical Support organization, sharing leadership for our Philippines-based team. As a Manager on the Customer team, you will oversee the US Technical Support team and share oversight of the Philippines team.
Benefits & Compensation
- Start-up equity
- Health, vision & dental coverage
- Flexible PTO
- Apple equipment plus home office budget
Work Mode
This is a global role. Candidates are considered from the US and Philippines.
We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong.
