Manager/Sr. Manager, Global Support

Manager/Sr. Manager, Global Support AI AT ZAPIER At Zapier https://zapier.com/about, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here - that’s great! We just ask that you use them responsibly and transparently. Check out our guidance on How to Collaborate with AI During Zapier’s Hiring Process https://zapier.com/l/jobs/ai-at-zapier, including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process - and when not to. HI THERE! We’re open to hiring this role at either the Manager or Senior Manager level. We’re optimizing for Senior Manager scope, so the JD below leans in that direction, but if you’re a strong Manager candidate who brings something exceptional, we’d love to meet you. Both levels will be considered throughout the process. Support at Zapier is in the middle of an exciting transformation. We're scaling our Enterprise business and rebuilding how support operates around AI and this role sits at the center of both. You'll lead a team of Technical Support Specialists with your working hours aligned to the Pacific (PST) timezone, reporting to the Director of Global Support. At the Senior Manager level, your accountability extends across Global Support, not just your direct team. You'll own AI transformation initiatives, operate as a strategic partner to the Director, and build the cross-functional credibility that makes Support a real partner to Product, Build, and Go-To-Market. At either level, you bring deep customer centricity, a genuine bias for action, and a track record of building with AI, not just using it. Our Commitment to Applicants https://zapier.com/jobs/our-commitment-to-applicants/ • Culture and Values at Zapier https://zapier.com/jobs/culture-and-values-at-zapier/ • Zapier Guide to Remote Work https://zapier.com/learn/remote-work/ • Zapier Code of Conduct https://zapier.com/jobs/zapier-code-of-conduct/ • Diversity and Inclusivity at Zapier https://zapier.com/jobs/working-on-diversity-and-inclusivity/ This role is open to candidates globally — not just the US and Canada. What matters is that you're available during Pacific Time core hours and based in a country where we're set up to hire. If you're unsure whether your location qualifies, we'll confirm that during the process. ABOUT YOU - You bring 6-8+ years of experience leading customer support teams in a SaaS or tech environment. You’ve built accountability systems, coached people toward independence, and developed talent intentionally. Your team feels the difference. Experience leading other managers is a plus. - You’ve built with AI: you can point to real examples where you’ve applied AI solutions to solve real operational and customer experience problems. - You connect support operations to business outcomes. You understand how queue health, support ticket deflection, and proactive support programs connect to ARR, retention, and cost efficiency, and you use that lens to make decisions, not just report on them. - You’re decisive and default to action. You don’t need every variable resolved before you move, and you know that waiting for certainty is usually the riskiest call. - You have deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics. You know what good looks like and you know how to get there. - You make your team’s work visible and build genuine cross-functional trust. Other teams come to you for the customer perspective when they’re making decisions, not just when there’s a problem. - You communicate clearly and proactively in async, distributed environments. Your team and your stakeholders always know where things stand. - At the Senior Manager level: You’ve operated as a strategic partner to senior leadership. You’re comfortable owning strategy work, stepping into Sr. Leader conversations, and holding organizational context across a broader team. ... (truncated, view full listing at source)