Zapier
501 - 1000 employees
Founded 2011
âïž SaaS
⥠Productivity
đ€ B2B
đ° Secondary Market on 2021-04
SaaS âą Productivity âą B2B
Zapier is a leading automation platform that enables users to connect and automate workflows across more than 7,000 applications. Known for its no-code approach, Zapier empowers individuals and teams to streamline tasks by creating automated processes called "Zaps," which link triggers and actions between different apps. The platform is trusted by millions of users globally, including 87% of Forbes Cloud 100 companies, offering solutions that enhance productivity and efficiency in various business functions.
Senior Manager, Global Support
đ 2 days ago
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Zapier
501 - 1000 employees
Founded 2011
âïž SaaS
⥠Productivity
đ€ B2B
đ° Secondary Market on 2021-04
SaaS âą Productivity âą B2B
Zapier is a leading automation platform that enables users to connect and automate workflows across more than 7,000 applications. Known for its no-code approach, Zapier empowers individuals and teams to streamline tasks by creating automated processes called "Zaps," which link triggers and actions between different apps. The platform is trusted by millions of users globally, including 87% of Forbes Cloud 100 companies, offering solutions that enhance productivity and efficiency in various business functions.
đ Description
âą Lead and develop a team of 8+ Technical Support Specialists âą Own the full talent lifecycle: hiring, onboarding, performance, and development. âą Spend a minimum of 2 hours per week in customer-facing queues to stay directly connected to the customer experience. âą Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact. âą Partner with Support Operations on support ticket deflection and self-service improvements. âą Build strong relationships with peer managers and stakeholders and lead your team through change with clear communication and readiness.
đŻ Requirements
âą 6-8+ years of experience leading customer support teams in a SaaS or tech environment âą Experience leading other managers is a plus. âą Deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics. âą Strong understanding of how queue health, support ticket deflection, and proactive support programs connect to ARR, retention, and cost efficiency âą Ability to communicate clearly and proactively in async, distributed environments. âą Comfort owning strategy work, stepping into Sr. Leader conversations, and holding organizational context across a broader team.
đïž Benefits
âą Offers Equity âą Offers Bonus
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