USAManager, Customer Support AMER
1 нед. назад
USALeadHybrid
Lead the regional Customer Support team for AMER, managing Tier 2 and Tier 3 support and overseeing Tier 1 outsourced support.
Обязанности
- As Manager, Customer Support AMER, you'll lead the regional team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3) based primarily in Austin, and you'll oversee delivery of our Tier 1 outsourced support for AMER time zones. You'll be a core member of the Global Support Leadership team, reporting to the Global Head of Customer Support and working closely with peer managers across EMEA and JPAC, as well as our Support Excellence team (Programs, Enablement, and Operations). This is a role for someone who leads with empathy, runs toward hard problems, and takes pride in building high-performing, engaged teams.
Другое
- Lead and develop a mixed team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3), spanning customer-facing and technical support expertise, conducting regular 1:1s, coaching conversations, ticket QA (quality) reviews, and providing continuous, actionable feedback
- Drive regional performance, ensuring the team consistently meets or exceeds key targets including CSAT, QA scores, SLA adherence, AHT, and a healthy ticket backlog
- Oversee Tier 1 outsourced delivery for AMER time zones, ensuring quality, alignment, and smooth escalation paths
- Handle escalations with confidence, supporting your team on the toughest cases and serving as a point of escalation for complex or sensitive customer situations
- Partner with Customer Success, Sales, and Professional Services on a small number of strategic accounts, providing support visibility in QBRs, proactive ticket coordination when issues escalate, and an internal voice for the customer when it matters most
- Partner with our newly launched Tier 4 technical escalations and incident response team to define clear escalation paths, handoff protocols, and joint ownership for complex customer situations
- Collaborate cross-functionally with Support Excellence, Product, and Engineering to align on customer needs and drive continuous improvement
- Contribute to the global leadership team, bringing an AMER lens to department-wide initiatives, strategy, and decisions
- Lead or participate in projects that improve support delivery, team processes, or the broader customer experience
- Use data and insights to identify trends, surface issues proactively, and inform team and strategic decisions
- Foster a team culture that is engaged, collaborative, psychologically safe, and motivated to grow
- 5+ years in customer-facing roles in tech, ideally in SaaS
- 2+ years of people management experience, leading teams of individual contributors (5-15 people)
- Experience managing or working alongside outsourced or BPO support teams is a plus
- Strong analytical mindset - comfortable using data to track performance, spot trends, and drive decisions
- Excellent coaching and feedback skills - you know how to develop people at different stages of their growth
- A servant leadership style - you lead by example and are invested in your team's success as much as your own
- Effective cross-functional collaborator - you build relationships, communicate clearly, and can represent your team's perspective in broader discussions
- Ability to manage multiple priorities in a fast-paced environment, track project progress, and anticipate blockers
- High proficiency in Brazilian Portuguese or Spanish (C1/C2) is a plus
- We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board .
- #LI-LW1
- Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 hubs around the world.
- We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!
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- At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in , and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
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