Senior Manager, Global Support - Remote

About the Role

We're hiring a Senior Manager, Global Support to lead our team at Zapier. This remote role focuses on enhancing customer support through AI-driven initiatives, ensuring operational excellence, and fostering a customer-centric environment.

What You'll Do

• Lead and develop a team of 8+ Technical Support Specialists, setting clear goals and fostering self-sufficiency.
• Spend at least 2 hours weekly in customer-facing queues to maintain product knowledge and stay connected to the customer experience.
• Own 1 to 2 AI or automation initiatives per half, utilizing Zapier’s products to streamline workflows and reduce ticket volume.
• Collaborate with Workforce Management to model capacity scenarios and respond dynamically to support volume shifts.
• Drive proactive support programs aimed at churn prevention and high-touch retention moments.
• Build strong relationships with peer managers and stakeholders, ensuring clear communication and a first-team approach to problem-solving.
• Apply Diversity, Inclusion, Belonging, and Equity (DIBE) practices in hiring and coaching.
• At the Senior Manager level, co-develop team-wide strategy and align on resource allocation to drive initiatives from idea to outcome.

Requirements

• 6-8+ years of experience leading customer support teams in a SaaS or tech environment.
• Proven experience in applying AI solutions to operational and customer experience challenges.
• Strong understanding of support operations, including workforce management and SLA management.
• Ability to connect support operations to business outcomes, such as ARR and retention.
• Excellent communication skills in async, distributed environments.
• Experience leading other managers is a plus.

Nice to Have

• Experience in a strategic partnership role with senior leadership.
• Familiarity with AI tools and their application in customer support.
• Experience in building accountability systems and coaching teams towards independence.

What We Offer

• Competitive salary range of $140,000 - $180,000 annually.
• Fully remote work environment with flexible hours.
• Opportunities for professional development and growth.
• Inclusive company culture that values diversity and collaboration.
• Access to the latest AI tools and technologies to enhance your work.