Manager Global Support Central Time Zone
Manager Global Support Central Time Zone
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
About Zapier
Were humans who simply think computers should do more work.
At Zapier were not just making softwarewere building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. Youll collaborate with brilliant people use the latest tools and leverage the flexibility of remote work. Your work will directly fuel our customers success and as they grow so will you.
Job Posted: 4/28/2025
Location: Americas Central Time (GMT6 we are open to other locations but NOT other time zones.
Were looking for an experienced Support Manager who will be responsible for our team aligned to the Central (Americas) timezone. In this role youll support our Global Support team and report to the Senior Manager of Global Support.
If you want to advance your career at a fastgrowing profitable impactdriven company read on
About You
As a Manager in the Global Support organization you play a critical role in both the daytoday excellence and longterm evolution of how we support our customers at Zapier. Youll lead and mentor a team of Individual Contributors (with future potential to manage Team Leads) ensuring the delivery of worldclass support and a consistently positive customer experience. This role requires a strong focus on performance management crossfunctional collaboration and strategic contributions that align with both departmental and companywide goals. At the core you bring a deep sense of customer centricityconsistently putting the customers needs at the center of your decisions and advocating for whats best for them. You genuinely enjoy working with our users directly and arent afraid to jump inwhether its through handson support or solving issues side by side with your team. You thrive on making things easier faster and more impactful for our customers every day.
You are not only accountable for resultsbut for shaping how we get there. Youll apply a strategic mindset to how your team operates continuously identifying opportunities to improve customer experience influence process efficiency and evolve Supports role as a value driver across the business.
Your leadership approach should combine clear performance expectations with a growthforward mindsetdeveloping team members through regular coaching supporting their longterm career progression and highlighting and celebrating meaningful impact. Youll hold space for your team to thrive while consistently raising the bar.
Crossfunctional collaboration is critical and youll build strong relationships across Product Sales Engineering and Support Operations to proactively unblock issues raise insights and ensure Support is delivering at a high level. Youll also lead and support key departmental projects and consistently bring forward new ideas that align with Zapiers strategic bets and our vision for fast and accurate support.
Above all youll be a visible and engaged leaderbalancing team coaching customer insight and strategic to ensure your team is set up to deliver exceptional results.
Key Responsibilities
As a manager your ability to adapt and allocate time effectively to different areas will be critical to your success and the success of your team.
Team performance: Leading and mentoring your team to provide exceptional support with a focus on high performance and team member development. This includes coaching performance tracking conducting regular oneonone sessions and fostering a positive team culture.
Customer Connection: Spending a minimum of 2 hours in customer facing queues each week to maintain product knowledge and hear from customers directly ensuring you stay connected to the customer experience.
Operational excellence: Ensuring smooth operations and collaborating with other teams (such as Support Operations and Engineering). This involves optimizing processes and making sure your team is appropriately trained and following best practices.
Evolving Support as a business operator/owner: Driving and overseeing support projects aligned with company goals and strategy and evolving your teams workflows as Support scales. This includes planning coordination and ensuring highquality deliverables on strategic projects.
Company strategy and business awareness: Understanding the companys strategy and how your teams efforts contribute to the overall mission. Keeping your team aligned with company goals and providing relevant updates and guidance as business priorities evolve.
Communication Collaboration & Change Management: Building strong relationships with stakeholders and promoting a first team approach to problemsolving. Hosting team meetings encouraging feedback and participation and effectively leading your team through change initiatives.
Leader accountability & growth: Set aside time to track your impact seek feedback and regularly reflect on how youre showing up as a leader. Demonstrate followthrough on your goals and actively develop your leadership craft.
Diversity Inclusion Belonging and Equity (DIBE): Promoting a diverse and inclusive team culture. Ensuring equitable opportunities for all team members and actively fostering a sense of belonging on your team.
Interviews (ad hoc): Interviews should take up less than 5 of your total time. Given current hiring plans interview blocks should not be baked into your week and instead prepare for possible future batches of interviews by working through priorities with your Manager.
Key Performance Indicators:
Team performance (directs and indirects)
Strategic impact & project
Customer experience & operational goals
Change leadership & team communication
Talent management & leadership accountability
Engagement and satisfaction
Hiring & capacity planning
How to Apply
At Zapier we believe that diverse perspectives and experiences make us better which is why we have a nonstandard application process designed to promote inclusion and equity. Were looking for the best fit for each of our roles regardless of the type of companies in your background so we encourage you to apply even if your skills and experiences dont exactly match the job description. All we ask is that you answer a few indepth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.
Education is not a requirement for our roles; however if you receive an offer you will need to include your most recent educational experience as part of our background check process.
After you apply you are going to hear back from useven if we dont see an immediate fit with our team. In fact throughout the process we strive to never go more than seven days without letting you know the status of your application. We know well make mistakes from time to time so if you ever have questions about where you stand or about the process just ask your recruiter!
Zapier is an equalopportunity employer and were excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someones identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity Inclusion Belonging and Equity. 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. Zapier will consider all qualified applicants including those with criminal histories consistent with applicable laws.
Zapier prioritizes the security of our customers information and is dedicated to adhering to all applicable data privacy laws. You can review our privacy policy here.
Zapier is committed to inclusion. As part of this commitment Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process please contact .
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.
Even though were an allremote company we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.
Required Experience:
Exec
Employment Type
Full-Time
