You’ll Do

• Lead and develop a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems that build self-sufficiency, not dependency on you. Own the full talent lifecycle: hiring, onboarding, performance, and development. This role starts with IC management only, but a Senior Manager here develops the leaders around them too, not just their direct team.
• Spend a minimum of 2 hours per week in customer-facing queues to stay directly connected to the customer experience and maintain product knowledge.
• Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact. Use Zapier’s own products to reduce ticket volume, redesign workflows, and free up capacity for more proactive support work. Set the tone that experimentation and iteration are core to the job, not a distraction from it. Stay plugged into what’s happening in AI across the company and industry, identify where Global Support can lead, learn, or plug in, and bring it back to the team.
• Hold accountability for your team’s queue performance and the operational health of Global Support as a whole. Partner with Workforce Management to model capacity scenarios and respond dynamically to volume shifts.
• Partner with Support Operations on support ticket deflection and self-service improvements, with a clear eye on the downstream impact on cost and revenue. Drive proactive support programs like churn prevention, onboarding health checks, and high-touch retention moments that keep Support ahead of problems, not behind them.
• Represent Global Support across the business and be a proactive voice for the customer. Make Support’s work visible: share what you’re learning, what’s working, and what’s coming. Build genuine trust outside Support so other teams turn to you for the customer perspective when making product and GTM decisions, not just when there’s a problem.
• Build strong relationships with peer managers and stakeholders. Take a first-team approach to problem-solving and lead your team through change with clear communication and readiness.

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