About the Team
The Global Support team is an integral part of our Customer Success organization, working to provide exceptional self-service and human-supported experiences to our 2M+ customers. As a Manager/Sr. Manager, you’ll manage and grow an exceptional team of Support professionals who deliver outstanding support to our customers. You will partner with stakeholders across the organization, including Product, Engineering, and Customer Success, to ensure the team is set up for success and delivering the best possible customer experience.
We are a fully remote, globally distributed team. We value our team culture and focus on transparency, trust, and inclusivity. We are passionate about empowering our customers to automate their work and are constantly looking for ways to improve our processes and tools to better serve them.
We’re part of a growing Support organization and are looking for someone with experience managing a distributed team. We pride ourselves on having a clear career path for our individual contributors and managers to grow and develop their careers.
As a global team, we support customers in multiple timezones. Our managers are also distributed, and we expect you to work in a time zone that enables you to align with a significant portion of your direct reports and partner teams.
If you’re interested in a role on our team, we encourage you to apply even if you don’t meet 100% of the qualifications. We’re looking for individuals who can contribute to our team in various ways, and we’re committed to building a diverse and inclusive environment.
We know that candidates from underrepresented groups often don’t apply for roles if they don’t meet all the qualifications, and we want to change that! This role is an incredible opportunity to grow and make an impact on our business!
What you’ll do:
- Manage a team of 8-12 Global Support Specialists, providing coaching, feedback, and support to ensure their growth and success.
- Lead by example, promoting a positive, inclusive, and high-performing team culture.
- Work closely with other Support Managers and Sr. Managers to drive consistency and improvements across our global team.
- Champion customer needs and advocate for improvements to our product, internal tooling, and processes.
- Participate in hiring, onboarding, and training new team members.
- Foster a culture of continuous learning and development within your team.
- Partner with cross-functional teams (Product, Engineering, Marketing, etc.) to deliver exceptional customer experiences and drive business outcomes.
- Drive continuous improvement in team metrics, including customer satisfaction, efficiency, and quality.
- Handle escalations and complex customer issues with empathy and expertise.
- Stay up-to-date with product changes and industry best practices to ensure the team is providing the most accurate and effective support.
What would make you a great fit:
- You have 5+ years of experience in a customer-facing role, with at least 2 years of experience managing a distributed Support team.
- You have experience leading managers of support teams (Sr. Manager).
- You’re experienced in managing a team of individual contributors and/or managers (Sr. Manager).
- You have a deep understanding of customer support best practices and metrics.
- You’re an excellent communicator, both written and verbal, with a knack for simplifying complex information.
- You’re a natural problem-solver, with a proven ability to analyze data, identify trends, and implement effective solutions.
- You’re passionate about coaching and developing team members, helping them achieve their full potential.
- You’re comfortable working in a fast-paced, ever-changing environment.
- You’re self-motivated, proactive, and able to work autonomously.
- You have experience working with remote teams and are comfortable with asynchronous communication.
- You understand product strategy and can translate it into actionable plans for your team.
- Bonus points for experience with SQL and/or other data analysis tools.
- Bonus points for experience working with technical products or platforms.
- Bonus points for experience at a SaaS company.
