Manager, Support - Billing and Accounts (Eastern Time Zone)

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.

Job Posted: 4/28/2025

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

Hi there!

We’re looking for an experienced Support Manager who will be responsible for our team aligned to the 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

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.

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

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 [email protected].

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.

Compensation Range: $106K - $159K