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Sr. Manager, Onboarding

Hi there!

We're looking for a Senior Manager to join the Onboarding Team at Zapier, leading our global team of Onboarding Customer Champions.  Zapier’s on a mission to make everyone more productive at work. Over 3 million professionals already use Zapier to save more time, but there are millions more to reach. As the Senior Manager of Onboarding, you’ll serve on a team of 17 Customer Champions, Team Leads and a Manager who provide world-class customer support to our Trial users. This team is growing rapidly in 2021 and will be focused on new and innovative ways to help our Trial users become successful Zapier customers! We are looking for a leader who is well versed in scaling a high impact team and leverages servant leadership to succeed.

If you’re interested in growing your career at a fast-growing and profitable startup, then read on…

We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. Hopefully, you'll take the leap of faith and apply.

Our Commitment to Applicants

Culture and Values at Zapier

Zapier Guide to Remote Work

Zapier Code of Conduct

Diversity and Inclusivity at Zapier

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

About You

You’re a skilled people leader. We’re looking for 5+ years of experience in leading customer support teams. You have experience developing managers in alignment with their growth plans. You’ll have the chance to provide coaching, feedback, and guidance to your team in order to help them develop in their roles and their careers!

You lead by example in support. You are passionate about pitching into the support queue and offering top class customer support. You have proven experience in offering fantastic customer service, helping customers solve their problems and achieving their outcomes as well as the ability to coach others to do the same.

You’re an excellent written communicator. We’re also a 100% remote team, and writing is our primary means of communication at Zapier.

You’re highly organized. You obsess over details and keep yourself and your team on track by staying focused. You have strong time management skills and help your team to manage their time effectively.

You know how to prioritize. We move fast at Zapier and having strong prioritisation skills will help you and your team deliver on your objectives.

You’re good with data. You have experience in data gathering, analysis, and reporting.  You’ll be responsible for making sure that your team knows how they are performing, and diagnosing issues before they become bigger. You’ll use data to anticipate your team’s needs and forecasted impact 12 months out.  You’ll have a wealth of information at your fingertips and should be comfortable using it.

You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

You love to set your own course. Through our collaborative planning process, you'll work closely with your peers to develop a year long plan for Onboarding. You’ll take your team’s inputs, align them with company strategy and develop a strategic plan.

 

Things You’ll Do

  • Expand our channel offering to Trial users in 2021 and beyond.
  • Help meet and exceed our goals to make Zapier Support the Best Support.
  • Build strong relationships with all members of your team and work hard to help them level up their skills.
  • Collaborate with other Customer Support and Success leadership to prioritize project work to help set direction for Customer Support as a whole.
  • Keep the holistic Customer Support/Zapier strategy in mind and keep functional silos at bay.
  • Default to transparency and publish your team’s plans and achievements to ensure your team and other stakeholders are informed.
  • In service of building our high impact Onboarding Support team, communicate with stakeholders, other senior leaders and executives throughout Zapier.  
  • Every week spend at least two hours in the queue.  Help customers via email or chat to ensure they have the best experience possible, troubleshooting their problems and answering their questions.
  • Lead employees using a performance management and development process, provide continuous feedback, weekly 1:1s, 360s and performance reviews.
  • Partner with our fabulous recruiting team and bring your own world class recruiter skills so we hire the world’s best talent.  

 

About Zapier

Zapier helps people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.We believe that with the right tools, you can have big impact with less hassle.We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

 

The Whole Package

 

Location: Remote

Our distributed environment lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

Compensation:

  • Competitive salary (we don't use remote as an excuse to pay less)
  • Great healthcare + dental + vision coverage*
  • Retirement plan with 4% company match*
  • Profit sharing
  • 2 annual company retreats to awesome places
  • 14 weeks paid leave for new parents of biological or adopted children
  • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
  • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
  • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-, Canadian- and UK-based employees. 

How to Apply

 

We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please make sure to answer each question.

After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, gender identity/expression, religion, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. 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.

 

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