Manager of Customer Support

Who you are

• 5+ years in customer-facing roles in tech, ideally in SaaS
• 2+ years of people management experience, leading teams of individual contributors (5-15 people)
• Experience managing or working alongside outsourced or BPO support teams is a plus
• Strong analytical mindset - comfortable using data to track performance, spot trends, and drive decisions
• Excellent coaching and feedback skills - you know how to develop people at different stages of their growth
• A servant leadership style - you lead by example and are invested in your team's success as much as your own
• Effective cross-functional collaborator - you build relationships, communicate clearly, and can represent your team's perspective in broader discussions
• Ability to manage multiple priorities in a fast-paced environment, track project progress, and anticipate blockers
• High proficiency in Brazilian Portuguese or Spanish (C1/C2) is a plus

What the job involves

• As Manager, Customer Support AMER, you'll lead the regional team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3) based primarily in Austin, and you'll oversee delivery of our Tier 1 outsourced support for AMER time zones
• You'll be a core member of the Global Support Leadership team, reporting to the Global Head of Customer Support and working closely with peer managers across EMEA and JPAC, as well as our Support Excellence team (Programs, Enablement, and Operations)
• This is a role for someone who leads with empathy, runs toward hard problems, and takes pride in building high-performing, engaged teams
• Lead and develop a mixed team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3), spanning customer-facing and technical support expertise, conducting regular 1:1s, coaching conversations, ticket QA (quality) reviews, and providing continuous, actionable feedback
• Drive regional performance, ensuring the team consistently meets or exceeds key targets including CSAT, QA scores, SLA adherence, AHT, and a healthy ticket backlog
• Oversee Tier 1 outsourced delivery for AMER time zones, ensuring quality, alignment, and smooth escalation paths
• Handle escalations with confidence, supporting your team on the toughest cases and serving as a point of escalation for complex or sensitive customer situations
• Partner with Customer Success, Sales, and Professional Services on a small number of strategic accounts, providing support visibility in QBRs, proactive ticket coordination when issues escalate, and an internal voice for the customer when it matters most
• Partner with our newly launched Tier 4 technical escalations and incident response team to define clear escalation paths, handoff protocols, and joint ownership for complex customer situations
• Collaborate cross-functionally with Support Excellence, Product, and Engineering to align on customer needs and drive continuous improvement
• Contribute to the global leadership team, bringing an AMER lens to department-wide initiatives, strategy, and decisions
• Lead or participate in projects that improve support delivery, team processes, or the broader customer experience
• Use data and insights to identify trends, surface issues proactively, and inform team and strategic decisions
• Foster a team culture that is engaged, collaborative, psychologically safe, and motivated to grow