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Manager, Global Support (Central or Eastern Time Zone) ID-16913

June 2, 2025

About Zapier

We're humans who simply think computers should do more work.

At Zapier, we’re not just making software—we’re building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. You’ll collaborate with brilliant people, use the latest tools, and leverage the flexibility of remote work. Your work will directly fuel our customers’ success, and as they grow, so will you.

Other Jobs You May Be Interested In

Job Posted: 4/28/2025

Location: Americas Central Time (GMT-6) or Eastern Time (GMT-5), we are open to other locations but NOT other time zones.

We’re looking for an experienced Support Manager who will be responsible for our team aligned to the Central or Eastern (Americas) timezones. In this role, you'll support a Global Support team, and report to the Senior Manager of 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

About You

As a Manager in the Global Support organization, you play a critical role in both the day-to-day excellence and long-term evolution of how we support our customers at Zapier. You'll lead and mentor a team of Individual Contributors (with future potential to manage Team Leads), ensuring the delivery of world-class support and a consistently positive customer experience. This role requires a strong focus on performance management, cross-functional collaboration, and strategic contributions that align with both departmental and company-wide goals. At the core, you bring a deep sense of customer centricity—consistently putting the customer’s needs at the center of your decisions and advocating for what’s best for them. You genuinely enjoy working with our users directly and aren’t afraid to jump in—whether it’s through hands-on support, or solving issues side by side with your team. You thrive on making things easier, faster, and more impactful for our customers every day.

You are not only accountable for results—but for shaping how we get there. You’ll apply a strategic mindset to how your team operates, continuously identifying opportunities to improve customer experience, influence process efficiency, and evolve Support’s role as a value driver across the business.

Your leadership approach should combine clear performance expectations with a growth-forward mindset—developing team members through regular coaching, supporting their long-term career progression, and highlighting and celebrating meaningful impact. You’ll hold space for your team to thrive, while consistently raising the bar.

Cross-functional collaboration is critical, and you’ll build strong relationships across Product, Sales, Engineering, and Support Operations to proactively unblock issues, raise insights, and ensure Support is delivering at a high level. You’ll also lead and support key departmental projects, and consistently bring forward new ideas that align with Zapier’s strategic bets and our vision for fast and accurate support.

Above all, you’ll be a visible and engaged leader—balancing team coaching, customer insight, and strategic execution to ensure your team is set up to deliver exceptional results.

You’ve used AI tooling for work or personal use—or you are willing to dive in and learn fast. You explore new tools, workflows, and ideas to make things more efficient, and are eager to deepen your understanding of AI and use it regularly.

Key Responsibilities

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, with a focus on high performance and team member development. This includes coaching, performance tracking, conducting regular one-on-one sessions, and fostering a positive team culture.
Customer Connection: Spending a minimum of 2 hours in customer facing queues each week to maintain product knowledge and hear from customers directly, ensuring you stay connected to the customer experience.
Operational excellence: Ensuring smooth operations and collaborating with other teams (such as Support Operations and Engineering). This involves optimizing processes and making sure your team is appropriately trained and following best practices.
Evolving Support as a business operator/owner: Driving and overseeing support projects aligned with company goals and strategy, and evolving your team’s workflows as Support scales. This includes planning, coordination, and ensuring high-quality deliverables on strategic projects.
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 as business priorities evolve.
Communication, Collaboration & Change Management: Building strong relationships with stakeholders and promoting a “first team” approach to problem-solving. Hosting team meetings, encouraging feedback and participation, and effectively leading your team through change initiatives.
Leader accountability & growth: Set aside time to track your impact, seek feedback, and regularly reflect on how you’re showing up as a leader. Demonstrate follow-through on your goals and actively develop your leadership craft.
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 on your team.
Interviews (ad hoc): 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)
Strategic impact & project execution
Customer experience & operational goals
Change leadership & team communication
Talent management & leadership accountability
Engagement and satisfaction
Hiring & capacity planning

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 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.

Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process.

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 prioritizes the security of our customers' information and is dedicated to adhering to all applicable data privacy laws. You can review our privacy policy here.

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 jobs@zapier.com.

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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Manager, Global Support (Central or Eastern Time Zone) ID-16913

About Zapier

Other Jobs You May Be Interested In

About You

Key Responsibilities

How to Apply

Application Deadline:

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?