Manager/Senior Manager of Global Support, Zapier
$108.2-196.2k
Canada based Salary CA$108.2K – CA$196.2K. Offers equity and bonus
More information about location
Workflow automation service
Open for applications
Workflow automation service
501-1000 employees
Open for applications
$108.2-196.2k
Canada based Salary CA$108.2K – CA$196.2K. Offers equity and bonus
More information about location
501-1000 employees
Company mission
Zapier's mission is to Make Automation Work for Everyone!
Role
Who you are
- You bring 6-8+ years of experience leading customer support teams in a SaaS or tech environment. You’ve built accountability systems, coached people toward independence, and developed talent intentionally. Your team feels the difference. Experience leading other managers is a plus
- You’ve built with AI: you can point to real examples where you’ve applied AI solutions to solve real operational and customer experience problems
- You connect support operations to business outcomes. You understand how queue health, support ticket deflection, and proactive support programs connect to ARR, retention, and cost efficiency, and you use that lens to make decisions, not just report on them
- You’re decisive and default to action. You don’t need every variable resolved before you move, and you know that waiting for certainty is usually the riskiest call
- You have deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics. You know what good looks like and you know how to get there
- You make your team’s work visible and build genuine cross-functional trust. Other teams come to you for the customer perspective when they’re making decisions, not just when there’s a problem
- You communicate clearly and proactively in async, distributed environments. Your team and your stakeholders always know where things stand
- At the Senior Manager level: You’ve operated as a strategic partner to senior leadership. You’re comfortable owning strategy work, stepping into Sr. Leader conversations, and holding organizational context across a broader team
What the job involves
- We’re open to hiring this role at either the Manager or Senior Manager level
- We’re optimizing for Senior Manager scope, so the JD below leans in that direction, but if you’re a strong Manager candidate who brings something exceptional, we’d love to meet you
- Both levels will be considered throughout the process
- Support at Zapier is in the middle of an exciting transformation
- We're scaling our Enterprise business and rebuilding how support operates around AI and this role sits at the center of both
- You'll lead a team of Technical Support Specialists with your working hours aligned to the Pacific (PST) timezone, reporting to the Director of Global Support
- At the Senior Manager level, your accountability extends across Global Support, not just your direct team
- You'll own AI transformation initiatives, operate as a strategic partner to the Director, and build the cross-functional credibility that makes Support a real partner to Product, Build, and Go-To-Market
- At either level, you bring deep customer centricity, a genuine bias for action, and a track record of building with AI, not just using it
- 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
- Apply DIBE practices actively in hiring, coaching, and day-to-day leadership. Build and maintain an inclusive team environment, measured semi-annually in the engagement survey
- At the Senior Manager level: Work alongside the Director to co-develop team-wide strategy, set priorities, align on resource allocation, and drive initiatives from idea to outcome. Translate org goals into clear team direction connected to ARR, retention, and cost efficiency. Proactively flag misalignment before it becomes a blocker
Our take
Even before remote working became the "in thing", freelancers, small business owners, and large organisations have found themselves needing more and more software platforms to serve their operational needs. As people used more software services, Zapier founders saw the need to connect the actions between these software and save everyone some time.
Zapier is the largest integration and automation tool for businesses. Since its founding, Zapier has grown its suite of automation offerings across almost every mainstream software service. The company is one of the most successful to come out of Y Combinator and has also been a pioneer of remote working.
Zapier has so far been able to capitalise heavily on its advantage as one of the first entrants and has had very little actual competition. Software services aren't going anywhere anytime soon, and organisations are only going to need more of them. This puts Zapier in a strong position for growth, but also opens up room for bolder companies to get in on the action. Companies like Airtable and Integromat are already preying on more niche segments of Zapier's market share.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (2 rounds)
Oct 2012
$1.3m
SEED
Sep 2012
$0.2m
SEED
Total funding: $1.5m
Company benefits
- Work from anywhere
- Bonus program
- Unlimited vacation policy
- Great healthcare + dental + vision coverage*
- Retirement plan with company match*
- Stock options for every Zapien**
- 2 annual company retreats to awesome places
- 14 weeks paid leave for new parents
- Home office setup stipend
- Professional development allowance
Additional info
- As a fully remote company with 800+ team members across 40+ states, 38 countries, and 18+ timezones, we’ve adopted a culture of asynchronous work. This work style allows teams to collaborate effectively across locations, time zones, skills, and each individual’s energy levels, and empowers employees to work in a setting that fits their needs. In practice, we live on Slack, with most conversations in public channels. It mimics the open-office feel and allows everyone to search the chat logs if they need to find something that happened when they weren’t around
Leadership
Wade Foster
(Co-Founder & CEO)Prior to co-founding Zapier, wasEmail Marketing Manager with Veterans United Home Loans, and Customer Development Lead at The Idea Works.
Bryan Helmig
(Co-Founder & CTO)Was previously Product Dev/Manager at Veterans United Home Loans.
Mike Knoop
(Co-Founder)Was CPO and Head of Labs at Zapier before becoming President. Previously was a Graduate Research at the University of Missouri.
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