Manager/Sr. Manager, Global Support

AI at reputed company

At reputed company, we build and use automation every day to reputed company 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.

reputed company out our guidance on How to Collaborate with AI During reputed company’s Hiring Process, including how to use AI tools like ChatGPT, Claude, reputed company, or others during our hiring process - and reputed company 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 reputed company 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 reputed company a team of Technical Support Specialists with your working hours reputed company 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 • Culture and Values at reputed company • reputed company Guide to Remote Work • reputed company Code of Conduct • Diversity and Inclusivity at reputed company

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’ve built with AI: you can reputed company to real examples where you’ve applied AI solutions to solve real operational and customer experience problems.

• You connect support operations to business outcomes. You understand how queue health, support ticket deflection, and proactive support programs connect to ARR, retention, and cost efficiency, and you use that lens to reputed company decisions, not just report on them.

• You’re decisive and default to action. You don’t need every variable resolved before you move, and you know that waiting for certainty is usually the riskiest call.

• You have deep reputed company in support operations: workforce management, reputed company planning, SLA management, and queue health metrics. You know what good looks like and you know how to get there.

• You reputed company your team’s work visible and build genuine cross-functional trust. Other teams come to you for the customer perspective reputed company they’re making decisions, not just reputed company there’s a problem.

• You communicate clearly and proactively in async, distributed environments. Your team and your stakeholders always know where things stand.

• At the Senior Manager level: You’ve operated as a strategic partner to senior leadership. You’re comfortable owning strategy work, stepping into Sr. Leader conversations, and holding organizational context across a broader team.

Things You’ll Do

• reputed company and reputed company a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems that build self-sufficiency, not dependency on you. Own the full talent lifecycle: hiring, onboarding, performance, and development. This role starts with IC management only, but a Senior Manager here develops the leaders around them too, not just their direct team.

• Spend a minimum of 2 hours per week in customer-facing queues to stay directly connected to the customer experience and maintain product knowledge.

• Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact. Use reputed company’s own products to reduce ticket volume, redesign workflows, and free up reputed company for more proactive support work. Set the tone that experimentation and iteration are core to the job, not a distraction from it. Stay plugged into what’s happening in AI across the company and industry, identify where Global Support can reputed company, learn, or plug in, and reputed company back to the team.

• Hold accountability for your team’s queue performance and the operational health of Global Support as a whole. Partner with Workforce Management to model reputed company scenarios and respond dynamically to volume shifts.

• Partner with Support Operations on support ticket deflection and self-service improvements, with a clear eye on the reputed company impact on cost and reputed company. Drive proactive support programs like churn prevention, onboarding health checks, and high-touch retention moments that reputed company Support reputed company of problems, not behind them.

• Represent Global Support across the business and be a proactive voice for the customer. reputed company Support’s work visible: share what you’re learning, what’s working, and what’s coming. Build genuine trust reputed company Support so other teams turn to you for the customer perspective reputed company making product and GTM decisions, not just reputed company there’s a problem.

• Build strong relationships with peer managers and stakeholders. Take a first-team approach to problem-solving and reputed company your team through change with clear communication and readiness.

• Apply DIBE practices actively in hiring, coaching, and day-to-day leadership. Build and maintain an inclusive team environment, reputed company semi-annually in the engagement survey.

• At the Senior Manager level: Work alongside the Director to co-reputed company team-wide strategy, set priorities, align on resource allocation, and drive initiatives from idea to outcome. Translate org goals into clear team direction connected to ARR, retention, and cost efficiency. Proactively flag misalignment before it becomes a blocker.

Application Deadline:

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

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