# Manager II, Customer Support

**Company**: Pinterest
**Location**: New York, US
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $140,553-$247,718 USD
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/pinterest/jobs/8121609?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9a4750d7-7da

## Description

As a Manager II, Customer Support, you’ll lead US- and EMEA-based Support Specialists serving priority advertisers and users.

You’ll own team goals and operational metrics, drive high-impact support programs, and help your team deepen their customer and technical capabilities.

Responsibilities:

- Lead, coach and develop a diverse team of US- and EMEA-based Support Specialists

- Manage team performance, deliver real-time feedback, and create stretch opportunities

- Oversee complex support operations, including escalations, workflow optimization, and quality standards

- Forecast support workload and plan team capacity

- Direct key programs and projects

- Support priority advertisers and users, resolving complex issues

- Partner with Product, Engineering, Sales, and GTM teams to drive improvement

- Analyze metrics and operational workflows to identify gaps

- Use AI to accelerate automation, workflow improvement, and insights

- Communicate team progress, insights, risks, and recommendations to stakeholders

Requirements:

- Minimum 5 years of experience in customer support or a similar function

- 3+ years of people-management experience in a support or customer-facing environment

- Experience leading teams through change, growth, and evolving business needs

- Expertise in support metrics and operational data

- Experience designing and documenting processes, running projects, and driving continuous improvement

- Demonstrated experience using AI or automation to improve operational efficiency

- Strong, adaptable communicator who can partner with cross-functional teams

- High integrity and ownership

- Excellent written and verbal communication and client-facing/executive presence

## Skills

### Required
- customer support
- people management
- team leadership
- AI
- automation
- process design
- project management
- data analysis
- communication

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/pinterest/jobs/8121609?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)