Manager, Global Support

About the Role

As a Manager, Global Support, you will lead and mentor a team focused on delivering world-class support and ensuring a consistently positive customer experience. This role is critical for advancing our customer support strategies and driving team performance within the Central or Eastern Americas timezones.

Responsibilities

• Lead and mentor a team of Individual Contributors, with potential for managing Team Leads in the future.
• Ensure the delivery of world-class support and a consistently positive customer experience.
• Drive strong performance management within your team, setting clear expectations and fostering growth.
• Collaborate effectively across Product, Sales, Engineering, and Support Operations to unblock issues and raise key insights.
• Apply a strategic mindset to team operations, identifying opportunities to improve customer experience and process efficiency.
• Advocate for customer needs and contribute to making support easier, faster, and more impactful.
• Lead and support key departmental projects, contributing ideas aligned with strategic goals.
• Be a visible and engaged leader, balancing team coaching, customer insight, and strategic execution.

Requirements

• Proven experience as a Support Manager or similar leadership role in a global support environment.
• Strong leadership and mentoring skills with a focus on team development and performance management.
• Excellent cross-functional collaboration abilities.
• Demonstrated strategic thinking and problem-solving skills.
• A deep sense of customer centricity and a genuine enjoyment of working directly with users.
• Ability to proactively identify opportunities for process and experience improvement.
• Experience leading or supporting projects within a support organization.

Role Impact

• Play a critical role in the day-to-day excellence and long-term evolution of how we support our customers.
• Position Support as a key value driver across the business.
• Contribute to Zapier’s vision for fast and accurate support.
• Ensure your team delivers exceptional results aligned with departmental and company goals.