Senior Manager, Global Support
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Job Description
Senior Manager leading customer support transformation for Zapier with a focus on AI integration and team development. Managing a team of Technical Support Specialists with accountability for global support operations.
Responsibilities:
- Lead and develop a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems.
- Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact.
- Hold accountability for your team's queue performance and the operational health of Global Support as a whole.
- Drive proactive support programs like churn prevention and onboarding health checks.
- Partner with Support Operations on support ticket deflection and self-service improvements.
Requirements:
- 6-8+ years of experience leading customer support teams in a SaaS or tech environment.
- Experience leading other managers is a plus.
- Deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics.
- Clear communication in async, distributed environments.
- Directly connected to the customer experience and maintain product knowledge.
- Must be available during Pacific Time core hours.
Benefits:
- Offers Equity
- Offers Bonus
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