Sr. Manager, Global Support

AI AT ZAPIER

At Zapier https://zapier.com/about, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here - that’s great! We just ask that you use them responsibly and transparently.

Check out our guidance on How to Collaborate with AI During Zapier’s Hiring Process https://zapier.com/l/jobs/ai-at-zapier, including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process - and when not to.





HI THERE!

We’re open to hiring this role at either the Manager or Senior Manager level. We’re optimizing for Senior Manager scope, so the JD below leans in that direction, but if you’re a strong Manager candidate who brings something exceptional, we’d love to meet you. Both levels will be considered throughout the process.

Support at Zapier is in the middle of an exciting transformation. We're scaling our Enterprise business and rebuilding how support operates around AI and this role sits at the center of both. You'll lead a team of Technical Support Specialists with your working hours aligned to the Pacific (PST) timezone, reporting to the Director of Global Support. At the Senior Manager level, your accountability extends across Global Support, not just your direct team. You'll own AI transformation initiatives, operate as a strategic partner to the Director, and build the cross-functional credibility that makes Support a real partner to Product, Build, and Go-To-Market.

At either level, you bring deep customer centricity, a genuine bias for action, and a track record of building with AI, not just using it.

Our Commitment to Applicants https://zapier.com/jobs/our-commitment-to-applicants/ • Culture and Values at Zapier https://zapier.com/jobs/culture-and-values-at-zapier/ • Zapier Guide to Remote Work https://zapier.com/learn/remote-work/ • Zapier Code of Conduct https://zapier.com/jobs/zapier-code-of-conduct/ • Diversity and Inclusivity at Zapier https://zapier.com/jobs/working-on-diversity-and-inclusivity/

This role is open to candidates globally — not just the US and Canada. What matters is that you're available during Pacific Time core hours and based in a country where we're set up to hire. If you're unsure whether your location qualifies, we'll confirm that during the process.


ABOUT YOU

- You bring 6-8+ years of experience leading customer support teams in a SaaS or tech environment. You’ve built accountability systems, coached people toward independence, and developed talent intentionally. Your team feels the difference. Experience leading other managers is a plus.

- You use AI in your work today — not occasionally, but as part of how you operate at a high level. You can point to workflows you’ve built, how your approach has evolved through iteration, and the impact on quality, efficiency, and experience — while intentionally applying AI for the right outcomes, setting a high bar for outputs, and taking ownership of what ships.