Support Manager, Replit

• 5+ years of experience in customer or technical support, including 2+ years in a management role
• Proven experience leading account/billing support teams and leading or working within social media or community support functions
• Proficiency with Zendesk, Stripe, Slack, and social engagement tools
• Strong understanding of metrics-driven support operations, including SLA and queue management
• Excellent written and verbal communication — skilled at balancing empathy, accuracy, and speed
• Experience collaborating across multiple teams (Finance, Product, Engineering, Comms) in a fast-paced SaaS environment

Desirable

• As a Support Manager at Replit, you’ll lead the teams responsible for helping users with account, billing, and social media support — two of the most visible and impactful touch points for our customers
• Your teams will handle everything from subscription and payment issues to real-time user interactions on Reddit, X, Discord, and other platforms where developers turn for help
• You’ll blend operational discipline with sharp communication instincts — ensuring users receive fast, accurate, and empathetic support whether they reach out through a ticket or a public post
• You’ll also partner closely with Product, Engineering, Finance, and Comms to improve support tooling, streamline processes, and strengthen Replit’s connection with its global developer community
• Lead and develop a global team of Account & Billing Specialists and Social Media Support agents
• Oversee day-to-day operations across support queues and social channels, ensuring quick, accurate, and on-brand responses
• Manage escalations for complex or sensitive billing issues, collaborating with Finance, Product, and Legal as needed
• Monitor and respond to user sentiment on social media, escalating emerging issues or brand risks
• Partner cross-functionally to improve self-service tools, billing workflows, and user communications
• Define and track team metrics, including SLA adherence, CSAT, ticket deflection, and social response times
• Refine playbooks and training materials to ensure consistency, accuracy, and tone alignment across all channels
• Coach and mentor team members, driving continuous improvement in quality, empathy, and efficiency