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Team Lead, Paid Support (Americas, West)

This role is for someone who can support our growing team located in the Americas, West (PST/MST) region. 

 

Hi there!

We're looking for a Team Lead to join the Customer Support team at Zapier, helping lead our Core Support team in the Americas, West region. We’re on a mission to democratize automation, and our growing Support Team are key to our success. Over 3 million professionals already use Zapier to save more time, but there are millions more to reach. As a Team Lead you’ll look after a team of 2-4 Customer Champions who provide world-class customer support to our users, helping them solve tricky technical problems and use automation to it’s fullest.

If the idea of helping people free up time by optimizing their work appeals to you, then read on...

 

About You

  • You have at least a year of experience leading a team. That might mean you’ve been a people manager or team lead before, or perhaps you’ve led projects or a training program. Team Leads at Zapier have around 3-4 direct reports. You'll spend 50% of your day in the queue answering tickets, 40% of the day training/onboarding teammates and working with your direct reports and 10% admin work/meetings.
  • You put your teammates' and customers' needs first. You enjoy helping support teams and enabling them to do great work. You put in the time to understand the strengths and weaknesses of those who report to you, providing ways to magnify their strengths and provide feedback to improve their weaknesses.
  • You are results-oriented. You hold your team accountable to goals and stay aligned with company-wide priorities, while enabling your team to work autonomously.
  • You have excellent communication skills and love feedback. You make sure those who report to you understand how they are doing and what is important at any point in time. You're always available with a suggestion on how to phrase a response to a tricky customer ticket.
  • You love helping users directly. Everyone at Zapier does Support, and as a leader in the Support team it's part of your daily routine. You make customers feel empowered after interacting with support and not feel stupid because of a small mistake. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.
  • You wear many hats. You are constantly levelling up your people management skills. You have the relevant Support skills and experience to build rapport with those you manage. On a weekly basis you can expect to be holding one-on-ones with a small group of Customer Champions, thinking through tricky tickets and giving feedback, and prioritizing Support project work.
  • You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.
  • 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.

Things You'll Do

Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

  • Support a small team of 2-4 direct reports
  • Help your team meet and exceed our Support goals
  • Build rapport with members of the Support team and work hard to train them, coach them, and help them level up their skills
  • Spend half your day helping customers via email or chat to ensure they have the best experience possible, troubleshooting their problems and answering their questions
  • Hold weekly one on ones with members of your team
  • Experiment: this is a startup so everything can change

 

The Whole Package

Location: Remote - Americas West (PST/MST) 

Our flexible, distributed environment lets us work with the best people from around the world. Zapiens live in 40+ countries, including the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more!

However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

Zapier offers:

  • Competitive salary
  • Healthcare + dental + vision coverage*
  • Retirement plan with 4% company match*
  • Profit-sharing program for 100% of Zapiens
  • $2,000 annual learning stipend for use on courses, conferences, and more—your choice
  • Two annual all-company retreats
  • 14 weeks paid leave for new parents of biological or adopted children
  • Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries
  • Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.
  • Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.
  • Opportunity to work with Zapier’s amazing partners network

*While we take care of Zapiens around the world the best we can, healthcare and retirement plans are currently available specifically in the UK, Canada, and United States.

 

How to Apply

We have a non-standard application process designed to promote inclusion and equity. We first ask a few questions in our application form that would typically be asked at the start of an initial interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by local 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.

Zapier is committed to inclusion. As part of this commitment, Zapier will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.

 

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