[Hiring] Manager/Sr. Manager, Global Support @Zapier

Role Description

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.

Qualifications

• 6-8+ years of experience leading customer support teams in a SaaS or tech environment.
• Experience in building accountability systems, coaching people toward independence, and developing talent intentionally.
• Experience leading other managers is a plus.
• Proven experience applying AI solutions to solve operational and customer experience problems.
• Understanding of how queue health, support ticket deflection, and proactive support programs connect to ARR, retention, and cost efficiency.
• Decisive and action-oriented, able to move forward without needing every variable resolved.
• Deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics.
• Ability to make team’s work visible and build genuine cross-functional trust.
• Clear and proactive communication in async, distributed environments.
• At the Senior Manager level: Experience operating as a strategic partner to senior leadership.

Requirements

• Lead and develop a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems.
• Spend a minimum of 2 hours per week in customer-facing queues to stay connected to the customer experience.
• Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact.
• Hold accountability for your team’s queue performance and the operational health of Global Support.
• Partner with Workforce Management to model capacity scenarios and respond dynamically to volume shifts.
• Drive proactive support programs like churn prevention, onboarding health checks, and high-touch retention moments.
• Represent Global Support across the business and build genuine trust outside Support.
• Build strong relationships with peer managers and stakeholders.
• Apply DIBE practices actively in hiring, coaching, and day-to-day leadership.
• At the Senior Manager level: Work alongside the Director to co-develop team-wide strategy and drive initiatives from idea to outcome.

Benefits

• Culture and Values at Zapier
• Zapier Guide to Remote Work
• Zapier Code of Conduct
• Diversity and Inclusivity at Zapier

Application Deadline

The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.