Manager/Sr. Manager, Global Support

Zapier is seeking a Manager/Sr. Manager, Global Support to lead a team of Technical Support Specialists and drive the transformation of support operations around AI. The ideal candidate has 6-8+ years of experience leading customer support teams and uses AI in their work today.

Requirements

• 6-8+ years of experience leading customer support teams in a SaaS or tech environment
• Experience leading other managers is a plus
• Use AI in your work today and can point to workflows you've built, how your approach has evolved, and the impact on quality, efficiency, and experience
• Connect support operations to business outcomes and make decisions based on that lens
• Decisive and default to action, with a strong track record of building accountability systems, coaching people, and developing talent
• Deep fluency in support operations, workforce management, capacity planning, SLA management, and queue health metrics
• Ability to communicate clearly and proactively in async, distributed environments
• Experience operating as a strategic partner to senior leadership (Senior Manager level)

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance