Support Operations Manager

  • Freelance
  • Remote

Zapier

Hi there! We’re looking for someone to help cultivate our growing Support team at Zapier. The Support Operations Manager helps shepherd all the initiatives in Support that have Leads (e.g., Documentation, Training), helping to prioritize their work for the best results and highest impact. They’re responsible for managing the Leads of those initiatives, setting an example in helping users directly, and working with Support Managers to ensure those initiatives have proper bandwidth from the right people. If you love helping users and developing others to get results that make those users’ lives even easier, then read on!

Even though our job description may seem like we are looking for a specific candidate, the role inevitably ends up tailored to the individual who applies and joins. Regardless of how well you feel you fit our description, we encourage you to apply if you have a heart for users and love helping them directly. You also enjoy leveling up individuals so they can drive results for their teams.

About You

You put your teammates’ and customers’ needs first. You enjoy helping support teams and enabling them to do great work. You put in the time to understand the strengths and weaknesses of those who report to you, providing ways to magnify their strengths and provide feedback to improve their weaknesses.

You have experience driving results.You’ve successfully led projects involving the work of a team of people. You do this by holding that team accountable to goals and stay aligned with company-wide priorities, while enabling your team to work autonomously.

You have excellent communication skills. You make sure those who report to you understand how they are doing and what is important at any point in time. You’re always available with a suggestion on how to phrase a response to a tricky customer ticket.

You have experience hiring and managing a team. This isn’t your first rodeo. You have hired, trained and managed folks before.

You love helping users directly. Everyone at Zapier does Support, and as a leader in the Support team it’s part of your daily routine. You make customers feel empowered after interacting with support and not feel stupid because of a small mistake. You love the opportunity to solve new problems every day and won’t give up when you don’t know the answer right away.

You wear many hats. You are constantly leveling up your people management skills. You have the relevant Support skills to build rapport with those you manage. On a weekly basis you can expect to be holding one-on-ones with Support Leads, thinking through tricky tickets and giving feedback, prioritizing Support project work, and helping influence the direction of Support for all of Zapier.

You take pride in empowering teammates. As a manager you know that by helping to get the best out of many people, you can achieve results far greater than would be possible alone. That challenge motivates and excites you.

Things You Might Do

Zapier is a small, fast-growing, and remote-first company, so you’ll likely get experience on many different projects across the organization. That said, here are some things you’ll probably do:

Help meet and exceed our Support goals
Build rapport with Support Leads and work hard to help them level up their skills
Collaborate with 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
Hold weekly one on ones with Support Leads
Experiment: this is a startup so everything can change

To apply for this job please visit the following URL: https://zapier.workable.com/j/B5178415AC →