Senior Manager of Customer Support
Repl.it
Replit is the fastest way to turn ideas into software. With our powerful AI-powered Agent and Assistant, anyone can create and launch apps from natural language in just one click. Build and deploy full-stack applications directly from your browser—no setup required. Never written a line of code in your life? No problem. Replit makes software creation accessible, collaborative, and lightning-fast. Join us in our mission to empower the next generation of builders.
Role Overview
We're seeking a hands-on strategic Senior Manager of Customer Support to lead our customer support initiatives. This individual will manage the global support team while significantly contributing to process improvement and best practices ensuring customer satisfaction.
Key Responsibilities
Oversee multi-channel support operations including phone, email, chat, and self-service platforms for Account and Billing
Lead, mentor, and scale a globally diverse customer support team of 15+ Specialists
Recruit top talent and foster a customer-centric culture and maintain high team engagement and retention
Design scalable support processes to handle high-volume consumer and enterprise inquiries efficiently while defining customer experience standards and SLA’s
Partner closely with Product, Engineering, GTM and Support Engineering teams to communicate customer needs and bug prioritization
Partner with the executive team to integrate customer feedback into product development and business strategy
Requirements
6-10 years of Customer Support experience with 4+ years in leadership roles
Proven track record managing SaaS Customer Support operations and Global teams
Experience building support organizations and teams from the ground up or in high growth environments
Knowledge of support platforms (Zendesk preferred), collaboration tools and AI tools to create efficiencies
Excellent communication skills across technical and non-technical audiences
Ability to thrive in fast paced environments with a bias toward action balancing high-volume support demands
Full-Time Employee Benefits Include:
💰 Competitive Salary & Equity
💹 401(k) Program
⚕️ Health, Dental, Vision and Life Insurance
🩼 Short Term and Long Term Disability
🚼 Paid Parental, Medical, Caregiver Leave
🚗 Commuter Benefits
📱 Monthly Wellness Stipend
🧑💻 Autonoumous Work Environement
🖥 In Office Set-Up Reimbursement
🏝 Flexible Time Off (FTO) + Holidays
🚀 Quarterly Team Gatherings
☕ In Office Amenities
Want to learn more about what we are up to?
Interviewing + Culture at Replit
To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.
This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.