Manager - Paid Support

Job Posted: 07/23/2024

Location: Asia Pacific (GMT +8 +9 +10 +11 or +12)

Hi there!

We’re looking for an experienced Support Manager who will be responsible for our APAC team.

In this role you’ll support our Paid Support Team and report to the Senior Manager in Global Support .

If you want to advance your career at a fast-growing profitable impact-driven company read on…

• Our Commitment to Applicants

• Culture and Values at Zapier

• Zapier Guide to Remote Work

• Zapier Code of Conduct

• Diversity and Inclusivity at Zapier

As a Manager in the Global Support Org you play a crucial role in driving excellence in how we provide support for our customers at Zapier. Your primary responsibility will be to lead and mentor your team ensuring the delivery of world-class support and a consistently positive customer experience.

As a leader you will foster collaboration and open communication among team members helping them to thrive in their roles and achieve their potential. Performance tracking reporting and coaching both Team Leads and Individual Contributors will be essential in maintaining a high-performing team that meets both individual and team goals.

Collaboration will be a key aspect of your role as you partner with other regions and teams to build a cohesive Support Organization. Working with key stakeholders including Support Operations and Engineering will ensure your team has the necessary resources to provide excellent support for our products and services.

Through project work you will contribute to the company's key bets and ensure timely delivery of high-quality work. You will help Support execute on the company strategy by either being a driver or a stakeholder. You will also own change management for your team and be a champion of change taking responsibility for how best to work through change with your team. You will balance your responsibility in ensuring your team is performing to a high standard with the need to support efforts to evolve support through strategic projects. You will be responsible for aligning our approach to support with our company strategy to achieve our mission of making automation work for everyone.

Key Responsibilities

Keep in mind that time spent in each area will vary depending on the specific priorities and demands of your role and team at any time. As a manager your ability to adapt and allocate time effectively to different areas will be critical to your success and the success of your team.

Team performance: Leading and mentoring your team to provide exceptional support. This includes coaching performance tracking conducting one-on-one sessions and fostering a positive team culture.

Customer Connection: This includes spending 2 hours in the email queue each week to upkeep product knowledge and hear from customers directly.

Operational excellence: Ensuring smooth operations and collaboration with other teams such as Support Operations and Engineering. This also involves optimising processes and ensuring your team is appropriately trained.

Evolving Support as a business operator/owner: This includes driving and overseeing support projects aligned with company goals and strategy as well as evolving your teams to align with how Support evolves operationally. It involves planning coordination and ensuring high-quality deliverables.

Company strategy and business awareness: Understanding the company's strategy and how your team's efforts contribute to the overall mission. Keeping your team aligned with company goals and providing relevant updates and guidance.

Communication Collaboration & Change Management: Building strong relationships with stakeholders promoting a First Team approach to problem-solving and hosting team meetings to encourage feedback and participation.

Your growth and development: Allocating time for your own professional growth attending relevant training or workshops and staying up-to-date with industry trends.

Diversity Inclusion Belonging and Equity (DIBE): Promoting a diverse and inclusive team culture ensuring equitable opportunities for all team members and actively fostering a sense of belonging.

Interviews (adhoc): Interviews should take up less than 5% of your total time. Given current hiring plans interview blocks should not be baked into your week and instead prepare for possible future batches of interviews by working through priorities with your Manager.

Key Performance Indicators:

• Team performance (directs and indirects)

• IC’s: queue metrics

  • TL’s: Team Lead duties as well as growth plans and professional development

  • Ensure your team uses their project time on important projects.

  • Ensure your teams are kept up to date with communication including business and department updates

• Delivering service in line with agreed SLA's across all channels

• First response time follow-up response time chat wait time

• Executing on change management for Support

• Providing constructive feedback and performance management where needed

• Project delivery against deadlines

• Team ramp up time

• Appropriate exits from the business

• eNPS results

• Time to hire

How to Apply

At Zapier we believe that diverse perspectives and experiences make us better which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles regardless of the type of education or companies in your background so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact throughout the process we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time so if you ever have questions about where you stand or about the process just ask your recruiter!

Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity Inclusion Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants including those with criminal histories consistent with applicable laws.

Zapier is committed to inclusion. As part of this commitment Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process please contact [email protected] .

Application Deadline:

The anticipated application window is 30 days from the date job is posted unless the number of applicants requires it to close sooner or later or if the position is filled.

Even though we’re an all-remote company we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.