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.
You connect support operations to business outcomes.

Things You’ll Do:

Lead and develop a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems that build self-sufficiency, not dependency on you.
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 as a whole.

Zapier

Zapier is a company that builds and uses automation tools to make work more efficient, creative, and human. They are an all-remote company and value diversity and inclusivity.

Apply for This Position