Position: Senior Manager, Paid Support
Company: Zapier
Experience required: 3y
English level: upper

Hi there!

We're looking for a Senior Manager to join the Paid Team at Zapier. Zapier is on a mission to make everyone more productive at work. Over 3 million professionals already use Zapier to save more time, but there are millions more to reach! As a Senior Manager of Paid Support, you’ll oversee the Paid Teams in either the EMEA/APAC region, leading a team of 20+ Customer Champions, as well as 3-6 Team Leads and 1-3 Managers who provide world-class technical Support to our Starter and Professional plan customers.

Paid is a well-established team at Zapier. We are looking for a confident leader who is passionate about strategy and keen to take an already established team to the next level. In 2022 and beyond we will begin to transition Paid into a group of teams operating as Tier 1, Tier 2 and Billing functions - and you’ll be instrumental in leading the charge!

If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…

Our Commitment to Applicants

Culture and Values at Zapier

Zapier Guide to Remote Work

Zapier Code of Conduct

Diversity and Inclusivity at Zapier

 

About You

You’re a skilled people leader. We’re looking for 5+ years of experience in leading customer support teams. You have experience developing managers in alignment with their growth plans.

You’re an experienced coach and mentor to Managers. Coaching and mentoring your direct reports is a non-negotiable for this role. We’re looking to find someone who takes people management to the next level by providing excellent coaching and mentoring, and understands that developing your people is a priority.

You’re a strategic thinker. You’re always thinking 6-12 months out and coach your direct reports to do the same. You have experience rallying your function around a clear vision by creating plans that align with department and company objectives. You have experience influencing vision and strategy for previous teams.

You love to set your own course. Through our collaborative planning process, you'll work closely with the team to gather feedback and your peers and the Director of Paid Support to develop six-monthly strategies for the team.

You have experience overseeing multiple initiatives. The successful candidate will be responsible for overseeing between 3-5 high-level projects each quarter. While Zapier Support Managers are responsible for project managing each initiative, you are responsible for ensuring deadlines are met and requirements are clear. You’ll be able to adapt your management style to suit each manager’s needs and be a master of prioritization to help everyone succeed.

You lead by example in support. You are passionate about pitching into the support queue and offering top class customer support. You have proven experience in offering fantastic customer service, helping customers solve their problems and achieving their outcomes as well as the ability to coach others to do the same.

You’re an excellent written communicator. Paid Support is a globally distributed team. You’ll be an excellent written communicator and show strong consideration for different time zones. You’ll challenge the status quo of traditional communication methods to ensure everyone, no matter their timezone, is able to contribute.

You’re highly organized. You obsess over details and keep yourself and your team on track by staying focused. You have strong time management skills and help your team to manage their time effectively.

You’re good with data. You have experience in data gathering, analysis, and reporting.  You’ll be responsible for making sure that your team knows how they are performing, and diagnosing issues before they become bigger. You’ll use data to anticipate your team’s needs and forecasted impact 12 months out.  You’ll have a wealth of information at your fingertips and should be comfortable using it.

 

Things You’ll Do

Oversee the transition of Paid into a Tier 1/Tier 2 Support team in 2022/2023.

Meet regularly with our partners at Infinity Support Group based in Manila.

Be responsible for our Weekend Warriors. Learn about their needs and expectations execute on any improvements they need.

Coach and mentor Managers and Team Leads to develop their leadership skills.

Be an expert with data, reporting regularly to the Director of Paid Support on individual and team performance.

Help meet and exceed our goals to make Zapier Support the Best Support.

Build strong relationships with all members of your team and work hard to help them level up their skills.

Collaborate with other Customer Support, Success and Product leadership to prioritize project work to help set the direction for Customer Support as a whole. Keep the holistic Customer Support/Zapier strategy in mind and keep functional silos at bay.

Default to transparency and publish your team’s plans and achievements to ensure your team and other stakeholders are informed.

In service of building a highly successful team, you’ll communicate with stakeholders, other senior leaders and executives throughout Zapier.

Every week spend at least two hours in the queue.  Help customers via email to ensure they have the best experience possible, troubleshooting their problems and answering their questions.

Lead employees using a performance management and development process, provide continuous feedback, weekly 1:1s, 360s and performance reviews.

Partner with our fabulous recruiting team and bring your own world-class recruiter skills so we can continue to hire awesome talent.

 

The Whole Package

Location: EMEA, or IST Time Zones

Our flexible, distributed environment lets us work with the best people from around the world. Zapiens live in 40+ countries, including the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more!

Zapier offers:

Competitive salary and profit-sharing program

Equity for All: Stock options (or equivalent) for every Zapien

Healthcare + dental + vision coverage*

Retirement plan with 4% company match*

$2,000 annual learning stipend for use on courses, conferences, and more—your choice

Two annual all-company retreats

14 weeks paid leave for new parents of biological or adopted children

Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries

Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.

Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.

Opportunity to work with Zapier’s amazing partners network

*While we take care of Zapiens around the world the best we can, healthcare and retirement plans are currently available specifically in the UK, Canada, New Zealand, Australia, and United States.

 

How to Apply

We have a non-standard application process designed to promote inclusion and equity. We first ask a few questions in our application form that would typically be asked at the start of an initial interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by local law. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

Zapier is is committed to inclusion. As part of this commitment, Zapier will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs at zapier.com.