← See other Job Openings at Zapier

Manager, Paid Support (Americas)

This role is currently open for applicants across Americas timezones (PST/MST/CST/EST).

 

Hi there!

We're looking for a Manager to join the Paid Support team at Zapier. Zapier’s on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation. As one of the Managers of the Paid Team, you’ll lead on a team made up of 50 (and growing!) Customer Champions and Team Leads alongside 4 other Managers, all of which are responsible for helping the team provide world-class customer support to our Starter and Professional plan customers. We are looking for a leader who can support their Manager peers in scaling a high impact team and leverages servant leadership to succeed.

If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…

Our Commitment to Applicants

Culture and Values at Zapier

Zapier Guide to Remote Work

Zapier Code of Conduct

Diversity and Inclusivity at Zapier

 

About You

  • You’re a skilled people leader. We’re looking for 3+ years of experience in leading customer support teams. You have experience developing Team Leads and Customer Champions 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 organised. You obsess over details and keep yourself and your team on track by staying focussed. You have strong time management skills and help your team to manage their time effectively.

  • You know how to prioritise. 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 be responsible for reporting on volumes, response times and individual and team performance metrics to the Senior Manager of Paid.

  • 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’re looking for the opportunity to own your growth and develop fast. This role offers a lot of opportunity to develop quickly with on the job training in a newer team. You’ll need to be comfortable with a fast pace.

 

Things You’ll Do

  • Help meet and exceed our goals to make Zapier Support the Best Support.

  • Partner with EPD Teams to provide feedback on why our customers need to contact 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 keeping the holistic Customer Support/Zapier strategy in mind to 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.

  • 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.  

 

The Whole Package

Location: Americas (all timezones - PST/MST/CST/EST)

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!

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 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.

 

Apply Here