Manager, Customer Support AMER
MiroVisual Collaboration company
Austin, United StatesManager
Accel
ICONIQ Growth
Dragoneer Investment Group
GIC
Scale Venture Partners
Atlassian
Operations & StrategyNew
About the role
TL;DR
Manage and develop the AMER Customer Support team, driving performance and customer satisfaction.
- •As Manager, Customer Support AMER, you will lead the regional team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3) based primarily in Austin, overseeing delivery of Tier 1 outsourced support for AMER time zones.
- •You will be a core member of the Global Support Leadership team, reporting to the Global Head of Customer Support.
- •Key Responsibilities Lead and develop a mixed team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3).
- •Drive regional performance, ensuring the team consistently meets or exceeds key targets.
- •Oversee Tier 1 outsourced delivery for AMER time zones.
- •Handle escalations with confidence and serve as a point of escalation for complex customer situations.
- •Partner with Customer Success, Sales, and Professional Services on strategic accounts.
- •Requirements 5+ years in customer-facing roles in tech, ideally in SaaS. 2+ years of people management experience, leading teams of individual contributors.
- •Strong analytical mindset and excellent coaching and feedback skills.
- •Ability to manage multiple priorities in a fast-paced environment.
Required skills
Customer SuccessJiraSlackCoaching
Nice-to-have skills
SalesforceHubSpot
Benefits & perks
equity, wellbeing benefit, WFH equipment allowance, Learning & Development stipend
Tech stack
Customer SuccessSalesforceHubSpotJiraConfluenceSlack