Support Manager – Weekend Warrior (Remote Job) – Zapier

Zapier

Company Website: https://zapier.com/
Remote Locations: Worldwide
Job Type: Full Time
Remarks: Weekend Shift / Fully Remote Work

Job Overview:

As a Support Manager, you’ll serve a team of 6-8 Customer Champions who provide world-class customer support to our users, who are looking for ways to automate their work and need a little help. This team works a non-traditional schedule (Saturday-Wednesday or Wednesday-Sunday), so you’ll have a chance to operate independently and make sure your team has the information they need when others aren’t around.

Job Responsibilities:

• Help meet and exceed our Support goals to make Zapier Support the Best Support
• Build relationships with members of your Support team and work hard to help them level up their skills
• Collaborate with other Support leads and managers to prioritize project work and set direction for Support as a whole
• Help customers via email or chat to ensure they have the best experience possible, troubleshooting their problems and answering their questions
• Lead employees using a performance management and development process, using continuous feedback, regular 1:1s, 360s and performance reviews

Job Requirements:

• You’re a skilled people leader. We’re looking for 1-3 years of experience in leading customer support teams.  You’ll have the chance to provide coaching, feedback, and guidance to your team in order to help them develop in their roles and their careers!
• You like doing support. You can lead by example by jumping in the support queue and helping out our customers.  You have proven experience helping customers solve problems, and helping others do it as well.
• You’re an excellent written communicator. We’re also a 100% remote team, and writing is our primary means of communication at Zapier.
• You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it’s only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.  You also will need to impart your knowledge onto others through 1:1 and group coaching sessions.
• You’re good with data. You’ll be responsible for making sure that your team knows how they are performing, and diagnosing issues before they become bigger. You’ll have a wealth of information at your fingertips and should be comfortable using it.
• You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.
• You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

How To Apply:

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