[Hiring] Senior 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.

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.
• Deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics.
• Ability to connect support operations to business outcomes.
• Decisive and defaults to action.
• Clear and proactive communication in async, distributed environments.
• At the Senior Manager level: Experience as a strategic partner to senior leadership.

Requirements

• Use AI in your work today as part of how you operate at a high level.
• Can point to workflows built and the impact on quality, efficiency, and experience.
• Make your team’s work visible and build genuine cross-functional trust.
• Own the full talent lifecycle: hiring, onboarding, performance, and development.
• Spend a minimum of 2 hours per week in customer-facing queues.
• Own 1 to 2 AI or automation initiatives per half.
• Hold accountability for your team’s queue performance and the operational health of Global Support.
• Partner with Support Operations on support ticket deflection and self-service improvements.
• Drive proactive support programs like churn prevention and onboarding health checks.
• 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.

Benefits

• Open to candidates globally — not just the US and Canada.
• Flexible working hours aligned to Pacific Time core hours.

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.