Manager of Support, Zapier
Billing and Accounts
$106-159k
Canada salary range is CA$106K – CA$159K. Offers Equity and Bonus
More information about location
Workflow automation service
Open for applications
Workflow automation service
1001+ employees
Open for applications
$106-159k
Canada salary range is CA$106K – CA$159K. Offers Equity and Bonus
More information about location
1001+ employees
Company mission
Zapier's mission is to Make Automation Work for Everyone!
Role
Who you are
- At the core, you bring a deep sense of customer centricity—consistently putting the customer’s needs at the center of your decisions and advocating for what’s best for them
- You genuinely enjoy working with our users directly and aren’t afraid to jump in—whether it’s through hands-on support, or solving issues side by side with your team
- You thrive on making things easier, faster, and more impactful for our customers every day
- Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process
What the job involves
- We’re looking for an experienced Support Manager who will be responsible for our team aligned to the Eastern (Americas) timezones. In this role, you'll support a Global Support team, and report to the Senior Manager of Global Support
- As a Manager in the Global Support organization, you play a critical role in both the day-to-day excellence and long-term evolution of how we support our customers at Zapier
- You'll lead and mentor a team of Individual Contributors (with future potential to manage Team Leads), ensuring the delivery of world-class support and a consistently positive customer experience
- This role requires a strong focus on performance management, cross-functional collaboration, and strategic contributions that align with both departmental and company-wide goals
- You are not only accountable for results—but for shaping how we get there
- You’ll apply a strategic mindset to how your team operates, continuously identifying opportunities to improve customer experience, influence process efficiency, and evolve Support’s role as a value driver across the business
- Your leadership approach should combine clear performance expectations with a growth-forward mindset—developing team members through regular coaching, supporting their long-term career progression, and highlighting and celebrating meaningful impact
- You’ll hold space for your team to thrive, while consistently raising the bar
- Cross-functional collaboration is critical, and you’ll build strong relationships across Product, Sales, Engineering, and Support Operations to proactively unblock issues, raise insights, and ensure Support is delivering at a high level
- You’ll also lead and support key departmental projects, and consistently bring forward new ideas that align with Zapier’s strategic bets and our vision for fast and accurate support
- Above all, you’ll be a visible and engaged leader—balancing team coaching, customer insight, and strategic execution to ensure your team is set up to deliver exceptional results
- As a manager, your ability to adapt and allocate time effectively to different areas will be critical to your success and the success of your team
- Team performance: Leading and mentoring your team to provide exceptional support, with a focus on high performance and team member development. This includes coaching, performance tracking, conducting regular one-on-one sessions, and fostering a positive team culture
- Customer Connection: Spending a minimum of 2 hours in customer facing queues each week to maintain product knowledge and hear from customers directly, ensuring you stay connected to the customer experience
- Operational excellence: Ensuring smooth operations and collaborating with other teams (such as Support Operations and Engineering). This involves optimizing processes and making sure your team is appropriately trained and following best practices
- Evolving Support as a business operator/owner: Driving and overseeing support projects aligned with company goals and strategy, and evolving your team’s workflows as Support scales. This includes planning, coordination, and ensuring high-quality deliverables on strategic projects
- Company strategy and business awareness: Understanding the company’s strategy and how your team’s efforts contribute to the overall mission. Keeping your team aligned with company goals and providing relevant updates and guidance as business priorities evolve
- Communication, Collaboration & Change Management: Building strong relationships with stakeholders and promoting a “first team” approach to problem-solving. Hosting team meetings, encouraging feedback and participation, and effectively leading your team through change initiatives
- Leader accountability & growth: Set aside time to track your impact, seek feedback, and regularly reflect on how you’re showing up as a leader. Demonstrate follow-through on your goals and actively develop your leadership craft
- Diversity, Inclusion, Belonging and Equity (DIBE): Promoting a diverse and inclusive team culture. Ensuring equitable opportunities for all team members and actively fostering a sense of belonging on your team
- Interviews (ad hoc): Interviews should take up less than 5% of your total time. Given current hiring plans, interview blocks should not be baked into your week and instead prepare for possible future batches of interviews by working through priorities with your Manager
- Key Performance Indicators:
- Team performance (directs and indirects)
- Strategic impact & project execution
- Customer experience & operational goals
- Change leadership & team communication
- Talent management & leadership accountability
- Engagement and satisfaction
- Hiring & capacity planning
Application process
- Deadline to apply: July 30, 2025 at 4:00 AM UTC
- All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional
- The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled
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 operations needs. As people used more software services, Zapier founders saw the need to connect the actions between these softwares and save everyone some time.
Zapier is the largest integration and automation tool for businesses. Since being founded, 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 one of the pioneers of remote working.
Zapier has so far, been able to capitalise heavily on its advantage as 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 place growth-wise 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 (1 round)
Oct 2012
$1.3m
SEED
Total funding: $1.3m
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
(CEO & Co-Founder)Prior to co-founding Zapier, wasEmail Marketing Manager with Veterans United Home Loans, and Customer Development Lead at The Idea Works.
Bryan Helmig
(CTO & Co-Founder)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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