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Sr. Manager, Paid Support (EMEA/IST)

Published on 24.06.2022


Website :
Industries :
IT, software engineering, Internet
Research and development
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Job Ad & Profile Description

Position : Sr. Manager, Paid Support (EMEA/IST)

Hi there!
We're looking for a Senior Manager to join the Paid Team - EMEA/IST 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 the Senior Manager of Paid - EMEA/IST, you’ll oversee the Paid Teams International regions, leading a team of 26 Customer Champions, 3 Team Leads and 2 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 supporting this change!
If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…
Things You’ll Do

  • Provide close coaching and development to the L4 Managers that you'll manage directly. You'll provide support and guidance on project and people management and any specific growth areas for the L4 managers.
  • Own the relationship between Paid Support at Zapier and Infinity Support Group. That means reporting on how the team are performing as well as how their queue looks weekly to the Director of Paid Support.
  • Own the part of the team that covers weekend Support, diving into the current state of coverage and implementing changes to help us be more efficient leading to an even better customer experience.
  • Oversee the transition of moving Paid Support to a Tier 2 function in 2022.
  • Support the Paid Managers with the high level projects they work on by providing guidance in alignment with business goals.
  • Work closely with the Product Management teams to ensure a strong strategic relationship that helps to challenge the status quo of what we offer our customers
  • In alignment with the Director of Paid Support and the Senior Manager, Paid (Americas), you'll help to shape high level strategy of what will become our Tier 1, Tier 2 and Billing and Accounts function, ensuring we are focused on delivering exceptional experiences for our customers in support of our company mission to grow and retain Automation Heroes.
  • Own efforts to understand if a retention based team would be of cost benefit to the business in late 2022.
Required profile for job ad : Sr. Manager, Paid Support (EMEA/IST)

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 prioritisation 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 organised. 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.
Job criteria for job ad : Sr. Manager, Paid Support (EMEA/IST)
Job category :
HR, training
R&D, project management
Industries :
IT, software engineering, Internet
Research and development
Employment type :
Permanent contract - Freelance
Region :
Central - Chobe - Francistown - Gaborone - Ghanzi - Jwaneng - Kgalagadi - Kgatleng - Kweneng - Lobatse - Ngamiland - North-East - Orapa - Selebi-Phikwe - South-East - Southern - Sowa - International
Experience level :
5 to 10 years
Educational level :
High school
Number of Position(s) : 1
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