Customer Support Manager, Snap Inc.
$121-214k
+ Equity in the form of RSUs. Salary dependent on location
Social media & camera company
Be an early applicant
Social media & camera company
1001+ employees
Be an early applicant
$121-214k
+ Equity in the form of RSUs. Salary dependent on location
1001+ employees
Company mission
To empower people to express themselves, live in the moment, learn about the world, and have fun together.
Role
Who you are
- An understanding of what makes for good customer experiences and a passion for support
- Call center/contact center experience
- Ability to work efficiently in a self-directed environment and balance multiple workflows
- Excellent written and verbal communication skills
- Experience working with remote teams and 3rd party resource providers
- Effective communication and collaboration skills 360
- Ability to analyze, organize and prioritize work while meeting multiple deadline
- Experience writing process flows and customer support copy
- Passionate about new technologies and their applications
- Proven program management and delivery experience
- Bachelor’s degree or equivalent work experience
- 3+ years of relevant work experience, 1+ year management experience leading others
- Experience with Zendesk and Jira (or similar ticket managing tools)
- Excellent with data, with advanced Excel skills
Desirable
- Language capabilities (Arabic/ French) an advantage
- Occasional travel required
What the job involves
- The Spectacles team is pushing the boundaries of technology to bring people closer together in the real world. Our fifth-generation Spectacles, powered by Snap OS, showcase how standalone, see-through AR glasses make playing, learning, and working better together
- We’re looking for a Customer Support Manager to join the Spectacles team at Snap Inc!
- Deliver world-class customer support for Spectacles customers
- Mentor and support Spectacles Support Specialists (agents) delivering omni-channel customer support
- Review customer escalations and work with Legal/ other functions to resolve
- Review team members’ performance, and provide feedback and training to help improve the quality of reviews
- Liaise with our in region logistics partners for deliveries/ reverse logistics
- Assess processes and identify inefficiencies to improve your team’s workflow
- Drive improvements and implement new workflows working cross-functionally with IT/Legal/ Marketing
- Serve as a consultative partner on Spectacles customer journeys and the impacts of new initiatives
- Program manage delivery of new customer support enhancements
Our take
Snap Inc. is the social-media company behind Snapchat, a mobile app launched in 2011 that prioritises visual and emotive communication over traditional texting. Born from a desire to share real-time moments with authenticity, the app now boasts a massive global reach with daily active users surpassing 460M and monthly active users well beyond 900M.
After rejecting a billion-dollar acquisition offer from MEta Platforms (then Facebook) in 2023, Snapchat entered into a long-term rivalry with Meta's apps (most notably Instagram). Despite the competition, Snap has carved out a distinct place in the social-media landscape by innovating features such as the "Discover" tab, augmented-reality (AR) lenses, in-app gaming, paid subscriptions via Snapchat+, and robust ad-monetisation options.
Snap has yet to post a full-year profit since going public in 2017, but the company is clearly making progress. In Q1 2025 the net loss was narrowed to roughly $140M, down from $305M the year before, and revenue rose 14% to $1.36B. Advertising revenue remains periodic and macro-factors still pose headwinds, yet Snaps enduring popularity and its expanding product mix suggest that further success appears likely.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2016
$1.8bn
SERIES F
Mar 2015
$200m
SERIES E
Total funding: $2.6bn
Company benefits
- Up to 28 weeks of parental leave and return-to-work program
- Adoption, surrogacy, infertility, and fertility preservation benefits
- Backup child care coverage, center-based care support, & caregiver assistance
- Dependent Daycare Flexible Spending Account
- Short-term disability, long-term disability, basic life insurance, and AD&D insurance
- Services to support your path to parenthood & beyond - fertility support & family planning via Carrot, SNOO, Hinge Health
- Lactation rooms (based on office location) and breastmilk shipping coverage
- For Snap, employees taking care of loved ones with complex, chronic, or ongoing care needs (i.e. parent with Dementia, spouse with Cancer, child with Autism), your family can save time, money, & stress with Wellthy
- Comprehensive medical coverage, including PPO, HDHP with HSA, and HMO options
- Dental coverage, including orthodontia benefits
- Vision coverage, including frame and contact allowance and LASIK benefits
- Free membership to One Medical for primary and urgent healthcare services
- Business Travel Insurance
- Gym perks and discounts
- Team fitness classes and races
- Sports leagues
- Cooking and nutritional workshops
- Well-being reimbursement
- Unlimited access to virtual physical therapy with Anthem
- 15 sessions per year of mental health for you + dependents through Lyra
- Generous time off and leave programs. In the US, this includes the following:
- Up to 3 weeks (120 hours) of vacation time and 1 floating holiday for non-exempt team members
- 12 paid holidays per year
- 15 sick and safe days per year
- Meditation and yoga classes
- Speaker series, classes, and subscriptions to educational programs
- Social gatherings, team outings, and volunteering programs
- Snap Inc. provides a 401(k) plan that allows you to save on a pre-tax, Roth, and after-tax basis for your retirement (yes, we even have the Mega backdoor option!) Snap will also match 100% up to 3% of your contribution and then 50% on your 4th and 5th%
- Flexible Spending Accounts for healthcare, daycare and commuter
- Health Savings Account with employer contributions
- Rocket Lawyer memberships
- Financial education programs
- Snap exclusive discounts and perks
- Compensation packages that let you share in Snap’s long-term success!
Company HQ
Sunset Park, Santa Monica, CA
Leadership
Evan Spiegel
(Co-Founder & CEO)Graduated from Stanford with a BS in Product Design.
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