Support Manager (Western Hemisphere)
We're a team of 100+ people living and working remotely in 15+ countries. We're working hard to build a diverse and collaborative team that can empathize with each other to solve hard problems and build a product we can be proud of. For the past six years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.
We get together 2-3 times per year for a company retreat, and benefits include great healthcare, dental and vision coverage, 401k retirement plan with company match, profit sharing and 14 weeks paid leave for new parents.
Hi there! We're looking for someone to help cultivate our growing Support team at Zapier. Currently, there are 6 Support Managers managing 29 Customer Champions, and we're looking to add to the Support Manager group to make sure small teams stay at the heart of Zapier as we grow. Support managers help users directly, work with Customer Champions to make them successful and ensure consistency in the Support Team, and otherwise help set the direction for support at Zapier. If you love helping users and developing others who help them, then read on!
Normally we hire candidates from anywhere in the world. However, right now we are in need of someone who can who can support our growing team during North American and South American business hours (UTC -3 to UTC -9)
Even though our job description may seem like we are looking for a specific candidate, the role inevitably ends up tailored to the individual who applies and joins. Regardless of how well you feel you fit our description, we encourage you to apply if:
You have a heart for users and love helping them directly. You also enjoy leveling up teams and enabling them to do their best work.
You put your teammates' and customers' needs first. You enjoy helping support teams and enabling them to do great work. You put in the time to understand the strengths and weaknesses of those who report to you, providing ways to magnify their strengths and provide feedback to improve their weaknesses.
You are results-oriented.You hold your team accountable to goals and stay aligned with company-wide priorities, while enabling your team to work autonomously.
You have excellent communication skills. You make sure those who report to you understand how they are doing and what is important at any point in time. You're always available with a suggestion on how to phrase a response to a tricky customer ticket.
You have experience hiring and managing a team. This isn't your first rodeo. You have hired, trained and managed folks before.
You love helping users directly. Everyone at Zapier does Support, and as a leader in the Support team it's part of your daily routine. You make customers feel empowered after interacting with support and not feel stupid because of a small mistake. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.
You wear many hats. You are constantly leveling up your people management skills. You have the relevant Support skills to build rapport with those you manage. On a weekly basis you can expect to be holding one-on-ones with Customer Champions, thinking through tricky tickets and giving feedback, prioritizing Support project work, and helping influence the direction of Support for all of Zapier.
You take pride in empowering teammates. As a manager you know that by helping to get the best out of many people, you can achieve results far greater than would be possible alone. That challenge motivates and excites you.
Things You Might Do
Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:
- Help meet and exceed our Support goals
- Build rapport with members of the Support team and work hard to help them level up their skills
- Collaborate with other Support leads and managers to prioritize project work and set direction for Support as a whole
- Help customers via email or chat to ensure they have the best experience possible, troubleshooting their problems and answering their questions
- Hold weekly one on ones with members of the Support team
- Experiment: this is a startup so everything can change
To be considered for this role, please complete the application on Jobs @ Zapier
We're not accepting applications from agencies or from the Power to Fly portal.
Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.