Senior Manager of Customer Support, Replit

$180-235k

+ Offers Equity + Performance Based Bonus

Zendesk

Senior and Expert level

San Francisco Bay Area

In office M,W,F

3+ days a week in office (Foster City, CA)

Collaborative coding platform

Posted today

Collaborative coding platform

101-200 employees

B2CB2BArtificial IntelligenceEnterpriseTrainingLearningSaaS

Posted today

$180-235k

+ Offers Equity + Performance Based Bonus

Zendesk

Senior and Expert level

San Francisco Bay Area

In office M,W,F

3+ days a week in office (Foster City, CA)

101-200 employees

B2CB2BArtificial IntelligenceEnterpriseTrainingLearningSaaS

Company mission

To build powerful, simple tools and platforms for learners, educators, and developers.

Job

Company

Role

Who you are

6-10 years of Customer Support experience with 4+ years in leadership roles
Proven track record managing SaaS Customer Support operations and Global teams
Experience building support organizations and teams from the ground up or in high growth environments
Knowledge of support platforms (Zendesk preferred), collaboration tools and AI tools to create efficiencies
Excellent communication skills across technical and non-technical audiences
Ability to thrive in fast paced environments with a bias toward action balancing high-volume support demands

What the job involves

We're seeking a hands-on strategic Senior Manager of Customer Support to lead our customer support initiatives. This individual will manage the global support team while significantly contributing to process improvement and best practices ensuring customer satisfaction
Oversee multi-channel support operations including phone, email, chat, and self-service platforms for Account and Billing
Lead, mentor, and scale a globally diverse customer support team of 15+ Specialists
Recruit top talent and foster a customer-centric culture and maintain high team engagement and retention
Design scalable support processes to handle high-volume consumer and enterprise inquiries efficiently while defining customer experience standards and SLA’s
Partner closely with Product, Engineering, GTM and Support Engineering teams to communicate customer needs and bug prioritization
Partner with the executive team to integrate customer feedback into product development and business strategy

Our take

Young students and workers in the tech industry are constantly being encouraged to add programming to their skill-set portfolio to prepare for a digital future. However, getting started with programming environments can be very difficult, requiring computer science knowledge to even boot the programming environment in the first place.

Replit embeds pre-booted programming environments within web browsers, allowing users to begin coding immediately without having to set up the client. The website supports most popular programming languages such as C++, Javascript, and PHP, in addition to frameworks such as Django and Sinatra. The service can be accessed for free and provides access to everything required to program applications including libraries, tutorials, and collaborative capabilities.

The company has attracted millions of users, including some at major tech companies like Google, Facebook, and Stripe. It has raised considerable funding to spend on hiring talent and further developing its product as it moves to capture more success going forwards.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Top investors

37% employee growth in 12 months

Trustpilot (4)

Company

Funding (last 2 of 6 rounds)

Nov 2023

$20m

LATE VC

Apr 2023

$97.4m

SERIES B

Total funding: $222.1m

Company benefits

Remote-First and Autonomous Working Environment
Flexible Work Hours
Equity
Home Office Set-Up Stipend
Health, Dental, Vision, and Life Insurance
Short Term and Long Term Disability
Monthly Expenses Stipend
Commuter Benefits
Parental and Baby Bonding Leave
Flexible PTO (2 Weeks Minimum Required) + Holidays
401k Program
Annual Company/Team Offsites (4/year)

Company HQ

SoMa, San Francisco, CA

Leadership

Amjad Masad

(Head of Engineering & Co-Founder)

They started their career as a Developer at Arcadia, before brief software roles at Boss Consulting, wikikiwis, Untitled Labs, and Yahoo! They were a Founding Engineer at Codecademy and spent over 2 years at Facebook.

Haya Odeh

(Co-Founder)

Having worked as a Web Designer for LANA-W.S.I, Boss Consulting, Bdesign, and General Assembl.y, they worked for a year as a Freelance Graphic Designer. In 2015, they co-founded Replit.

Salary benchmarks

We don't have enough data yet to provide salary benchmarks for this role.

Submit your salary to help other candidates with crowdsourced salary estimates.

Share this job

View 13 more jobs at Replit