Requirements
- 6-8+ years of experience leading customer support teams in a SaaS or tech environment
- You’ve built accountability systems, coached people toward independence, and developed talent intentionally
- Your team feels the difference
- You use AI in your work today — not occasionally, but as part of how you operate at a high level
- You can point to workflows you’ve built, how your approach has evolved through iteration, and the impact on quality, efficiency, and experience — while intentionally applying AI for the right outcomes, setting a high bar for outputs, and taking ownership of what ships
- You connect support operations to business outcomes
- You understand how queue health, support ticket deflection, and proactive support programs connect to ARR, retention, and cost efficiency, and you use that lens to make decisions, not just report on them
- You’re decisive and default to action
- You don’t need every variable resolved before you move, and you know that waiting for certainty is usually the riskiest call
- You have deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics
- You know what good looks like and you know how to get there
- You make your team’s work visible and build genuine cross-functional trust
- Other teams come to you for the customer perspective when they’re making decisions, not just when there’s a problem
- You communicate clearly and proactively in async, distributed environments
- Your team and your stakeholders always know where things stand
- You’ve operated as a strategic partner to senior leadership
- You’re comfortable owning strategy work, stepping into Sr. Leader conversations, and holding organizational context across a broader team
- Lead and develop a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems that build self-sufficiency, not dependency on you
- Own the full talent lifecycle: hiring, onboarding, performance, and development
- This role starts with IC management only, but a Senior Manager here develops the leaders around them too, not just their direct team
Nice to Have
- Experience leading other managers is a plus
Work Arrangement
Remote (Worldwide)
Team
Team size: 8+. Structure: Technical Support Specialists
Additional Information
- available during Pacific Time core hours
- based in a country where we're set up to hire
- 6-8+ years of experience leading customer support teams in a SaaS or tech environment
- Experience leading other managers is a plus
- Spend a minimum of 2 hours per week in customer-facing queues to stay directly 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 own products to reduce ticket volume, redesign workflows, and free up capacity for more proactive support work
- Stay plugged into what’s happening in AI across the company and industry, identify where Global Support can lead, learn, or plug in, and bring it back to the team
- Hold accountability for your team’s queue performance and the operational health of Global Support as a whole
- Partner with Workforce Management to model capacity scenarios and respond dynamically to volume shifts
- Partner with Support Operations on support ticket deflection and self-service improvements, with a clear eye on the downstream impact on cost and revenue
- Drive proactive support programs like churn prevention, onboarding health checks, and high-touch retention moments that keep Support ahead of problems, not behind them
- Represent Global Support across the business and be a proactive voice for the customer
- Make Support’s work visible: share what you’re learning, what’s working, and what’s coming
- Build genuine trust outside Support so other teams turn to you for the customer perspective when making product and GTM decisions, not just when there’s a problem
- Build strong relationships with peer managers and stakeholders
- Take a first-team approach to problem-solving and lead your team through change with clear communication and readiness
- Apply DIBE practices actively in hiring, coaching, and day-to-day leadership
- Build and maintain an inclusive team environment, measured semi-annually in the engagement survey
- Work alongside the Director to 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
