Sr. Manager, Global Support

Zapier

NAMER
Remote
6-8+ years leading customer support teams
Experience building ai workflows and automation
Deep fluency in support operations and workforce management
This role leads a team of Technical Support Specialists while driving the company's AI transformation initiatives within Global Support

Job Summary

  • This role leads a team of Technical Support Specialists while driving the company's AI transformation initiatives within Global Support.
  • The successful candidate will own talent lifecycle processes, manage queue health, and partner with Workforce Management to model capacity scenarios.
  • Zapier offers a remote-first culture where employees must be based in a country where they are set up to hire and available during PST core hours.

Matching Summary

This role leads a team of Technical Support Specialists while driving the company's AI transformation initiatives within Global Support.

Skills & Requirements

Must-have

  • 6-8+ years leading customer support teams
  • Experience building AI workflows and automation
  • Deep fluency in support operations and workforce management
  • Ability to connect support metrics to ARR and retention
  • Available during Pacific Time (PST) core hours

Nice-to-have

  • Experience leading other managers
  • Strong async communication skills in distributed environments
  • Track record of strategic partnership with senior leadership
  • Commitment to diversity, inclusion, and belonging practices

Key Requirements

  • 6-8+ years of SaaS/Tech support leadership experience
  • Proven track record of using AI in daily work operations
  • Must be located in a country where Zapier can hire
  • Availability during Pacific Standard Time (PST) core hours

Work Rights

Must be based in a country where Zapier is set up to hire

Tailored Resume

Cover Letter