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Sr. Manager, Paid Support (EMEA/IST)

Sr. Manager, Paid Support (EMEA/IST)

Hi there!   We're looking for a Senior Manager to join the Paid Team - EMEA/IST at Zapier. Zapier is on a mission to make everyone more productive at work. Over 3 million professionals already use Zapier to save more time, but there are millions more to reach! As the Senior Manager of Paid - EMEA/IST, you’ll oversee the Paid Teams International regions, leading a team of 26 Customer Champions, 3 Team Leads and 2 Managers who provide world-class technical Support to our Starter and Professional plan customers.   Paid is a well-established team at Zapier. We are looking for a confident leader who is passionate about strategy and keen to take an already established team to the next level. In 2022 and beyond we will begin to transition Paid into a group of teams operating as Tier 1, Tier 2 and Billing functions - and you’ll be instrumental in supporting this change!   If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then 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


About You

  • You’re a skilled people leader. We’re looking for 5+ years of experience in leading customer support teams. You have experience developing managers in alignment with their growth plans.
  • You’re an experienced coach and mentor to Managers. Coaching and mentoring your direct reports is a non-negotiable for this role. We’re looking to find someone who takes people management to the next level by providing excellent coaching and mentoring, and understands that developing your people is a priority.
  • You’re a strategic thinker. You’re always thinking 6-12 months out and coach your direct reports to do the same. You have experience rallying your function around a clear vision by creating plans that align with department and company objectives. You have experience influencing vision and strategy for previous teams.
  • You love to set your own course. Through our collaborative planning process, you'll work closely with the team to gather feedback and your peers and the Director of Paid Support to develop six-monthly strategies for the team.
  • You have experience overseeing multiple initiatives. The successful candidate will be responsible for overseeing between 3-5 high-level projects each quarter. While Zapier Support Managers are responsible for project managing each initiative, you are responsible for ensuring deadlines are met and requirements are clear. You’ll be able to adapt your management style to suit each manager’s needs and be a master of prioritisation to help everyone succeed.
  • You lead by example in support. You are passionate about pitching into the support queue and offering top class customer support. You have proven experience in offering fantastic customer service, helping customers solve their problems and achieving their outcomes as well as the ability to coach others to do the same.
  • You’re an excellent written communicator. Paid Support is a globally distributed team. You’ll be an excellent written communicator and show strong consideration for different time zones. You’ll challenge the status quo of traditional communication methods to ensure everyone, no matter their timezone, is able to contribute.
  • You’re highly organised. You obsess over details and keep yourself and your team on track by staying focused. You have strong time management skills and help your team to manage their time effectively.
  • You’re good with data. You have experience in data gathering, analysis, and reporting.  You’ll be responsible for making sure that your team knows how they are performing, and diagnosing issues before they become bigger. You’ll use data to anticipate your team’s needs and forecasted impact 12 months out.  You’ll have a wealth of information at your fingertips and should be comfortable using it.

Things You’ll Do

  • Provide close coaching and development to the L4 Managers that you'll manage directly. You'll provide support and guidance on project and people management and any specific growth areas for the L4 managers.
  • Own the relationship between Paid Support at Zapier and Infinity Support Group. That means reporting on how the team are performing as well as how their queue looks weekly to the Director of Paid Support.
  • Own the part of the team that covers weekend Support, diving into the current state of coverage and implementing changes to help us be more efficient leading to an even better customer experience.
  • Oversee the transition of moving Paid Support to a Tier 2 function in 2022.
  • Support the Paid Managers with the high level projects they work on by providing guidance in alignment with business goals.
  • Work closely with the Product Management teams to ensure a strong strategic relationship that helps to challenge the status quo of what we offer our customers
  • In alignment with the Director of Paid Support and the Senior Manager, Paid (Americas), you'll help to shape high level strategy of what will become our Tier 1, Tier 2 and Billing and Accounts function, ensuring we are focused on delivering exceptional experiences for our customers in support of our company mission to grow and retain Automation Heroes.
  • Own efforts to understand if a retention based team would be of cost benefit to the business in late 2022.

The Whole Package

Location: EMEA/IST

Our flexible, distributed environment lets us work with the best people from around the world. Zapiens live in 40+ countries, including the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more!

Zapier offers:

  • Competitive salary
  • Healthcare + dental + vision coverage*
  • Retirement plan with 4% company match*
  • Profit-sharing program for 100% of Zapiens
  • $2,000 annual learning stipend for use on courses, conferences, and more—your choice
  • Two annual all-company retreats
  • 14 weeks paid leave for new parents of biological or adopted children
  • Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries
  • Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.
  • Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.
  • Opportunity to work with Zapier’s amazing partners network

*While we take care of Zapiens around the world the best we can, healthcare and retirement plans are currently available specifically in the UK, Canada, and United States.

How to Apply

We have a non-standard application process designed to promote inclusion and equity. We first ask a few questions in our application form that would typically be asked at the start of an initial interview. This helps speed up the process and lets us get to know you 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 make sure you never go more than seven days without hearing from us.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by local law. 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 is is committed to inclusion. As part of this commitment, Zapier will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.

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