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