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Escalations Team Manager

ESCALATIONS TEAM MANAGER - AMER

Hi there!

We're looking for a Support Manager to join the Support Engineering division at Zapier, leading our team of Senior Customer Champions in Escalations. Zapier is 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 a Support Manager in Escalations, you’ll serve a team of 6-8 Senior Customer Champions who provide world-class advanced technical support to our end users and partner developers. In Support Engineering, we work hard to navigate the critical space between our Support and Engineering teams. You’ll also work closely with our Product teams to ensure world class customer and team experiences.

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 at least 3 years of experience in leading advanced technical support teams.  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 like doing support. You have advanced technical skills and can lead by example by jumping in the support queue and helping out our customers and partner developers.  You have proven experience helping customers solve difficult technical issues, and helping others do it as well.  

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

You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.  You also will need to impart your knowledge onto others through 1:1 and group coaching sessions.

You’re good with data. You’ll be responsible for making sure that your team knows how they are performing, and diagnosing issues before they become bigger. 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. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

 

Things You’ll Do

  • Help meet and exceed our Support and Engineering goals
  • Build relationships with members of your Support team and work hard to help them level up their skills
  • Collaborate with leads and managers to prioritize project work and set direction for the Escalations team as a whole
  • Interact with our product teams to ensure prioritization of issues and open communication about product plans and bug fixes
  • Help customers and partner developers 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, using continuous feedback, regular 1:1s, 360s and performance reviews
 

Technical Skills

This is a role managing Customer Champions operating at a technical level that would be described as “Support Engineers” at many companies. Knowledge of systems and programming are essential to understanding the work and advising the team.  

Required:

  • 3+ years of experience in leading advanced technical support teams

  • Basic programming knowledge (JavaScript and/or Python preferred)

  • Experience troubleshooting deep technical issues in the SaaS space

  • Understanding of various APIs, how to use and troubleshoot them

  • Experience with bug reporting and customer advocacy

 

Helpful:

  • Familiarity with the product development lifecycle

  • Experience providing developer support

The Whole Package

Location: Most locations in AMER

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 and profit-sharing program
  • Equity for All: Stock options (or equivalent) for every Zapien
  • Healthcare + dental + vision coverage*
  • Retirement plan with 4% company match*
  • $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, New Zealand, Australia, 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.

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