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