Manager/Sr. Manager, Global Support

Zapier Inc.

Job Overview

Location

NAMER

Job Type

Full-time

Full Job Description

📋 Description

• Lead and develop a team of 8+ Technical Support Specialists in a high-impact, AI-driven transformation of Global Support at Zapier, ensuring alignment with Pacific Time core hours and ownership of talent lifecycle, performance, and development while fostering self-sufficiency and strategic partnership across the organization.
• Spend a minimum of 2 hours per week in customer-facing queues to maintain direct customer empathy, product fluency, and operational insight, using frontline experience to inform AI initiatives, queue health decisions, and proactive support strategies that reduce ticket volume and improve retention.
• Own 1 to 2 AI or automation initiatives per half-year, from opportunity identification to measurable business impact, leveraging Zapier’s own platform to redesign workflows, deflect tickets, and shift focus from reactive to proactive support, while staying current on internal and industry AI advancements.
• Partner with Workforce Management and Support Operations to model capacity, manage SLAs, optimize queue health, and drive deflection and self-service improvements tied to ARR, retention, and cost efficiency, ensuring Support operates as a strategic business partner.
• Represent Global Support cross-functionally by making team insights visible, sharing learnings proactively, and building trust with Product, Build, and Go-To-Market teams so they seek the customer perspective early in decision-making, not just during escalations.
• Apply DIBE (Diversity, Inclusion, Belonging, and Equity) practices actively in hiring, coaching, and daily leadership, fostering an inclusive team environment measured through semi-annual engagement surveys and contributing to Zapier’s broader commitment to equitable workplace culture.
• At the Senior Manager level, co-develop team-wide strategy with the Director of Global Support, translate organizational goals into clear team direction aligned with ARR and retention, own cross-functional initiative delivery, and proactively identify and resolve misalignments before they become blockers.

🎯 Requirements

• 6-8+ years of experience leading customer support teams in a SaaS or technology environment, with proven success in building accountability systems, coaching for independence, and developing talent intentionally.
• Demonstrated experience building and applying AI solutions to real operational and customer experience problems, with concrete examples of AI-driven improvements in support workflows or outcomes.
• Deep fluency in support operations including workforce management, capacity planning, SLA management, and queue health metrics, with ability to connect these to business outcomes like ARR, retention, and cost efficiency.
• Proven ability to operate as a strategic partner to senior leadership, comfortable owning strategy work, influencing Sr. Leader conversations, and holding organizational context across broader teams (especially for Senior Manager level).
• Strong communication skills in async, distributed environments, with a bias for action, decisiveness, and comfort moving forward without perfect information.
• Commitment to DIBE practices, with experience building inclusive teams and applying equitable principles in hiring, coaching, and day-to-day leadership.

🏖️ Benefits

• Opportunity to lead AI transformation in Global Support at a pioneering automation company, shaping how AI enhances customer experience and operational efficiency at scale.
• Fully remote work flexibility with the ability to collaborate globally, supported by Zapier’s established remote-first culture and resources for effective distributed work.
• Access to professional growth and leadership development, including mentorship from senior leaders and exposure to cross-functional strategy at a high-growth tech company.
• Comprehensive benefits package aligned with Zapier’s commitment to employee well-being, including health, wellness, and time-off policies designed for remote teams.
• Engagement in a mission-driven culture focused on making work more efficient, creative, and human through automation, with strong emphasis on transparency, inclusivity, and responsible AI use.

Skills & Technologies

Senior

Remote

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Zapier Inc.

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About Zapier Inc.

Zapier Inc. operates a cloud-based automation platform that connects over 6,000 web applications, enabling users to build workflows without coding. The service triggers actions across apps when predefined events occur, streamlining repetitive tasks for businesses and individuals. Founded in 2011, it offers tiered subscription plans, supports multi-step automations, and provides tools for data formatting, filtering, and conditional logic. Revenue comes from SaaS subscriptions, targeting small to mid-size companies seeking to integrate disparate software systems efficiently.

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