# Manager, Customer Support AMER

**Company**: Miro
**Location**: Austin
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/miro/ef38b9ea-a303-44e6-823a-12e5b53baa15?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_aeff5298-8ae

## Description

### About the Team

Miro's Customer Support team helps customers quickly solve problems so they can get back to creating. The AMER Support team, based primarily in Austin, covers the full Americas region across time zones.

### About the Role

As Manager, Customer Support AMER, you'll lead the regional team of Customer Support Representatives and Technical Support Engineers based in Austin. You'll oversee delivery of Tier 1 outsourced support for AMER time zones and be a core member of the Global Support Leadership team.

### Responsibilities

- Lead and develop a mixed team of Customer Support Representatives and Technical Support Engineers

- Drive regional performance, ensuring the team 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

- Handle escalations with confidence, supporting your team on tough cases

- Partner with Customer Success, Sales, and Professional Services on strategic accounts

- Collaborate cross-functionally with Support Excellence, Product, and Engineering to align on customer needs

- Contribute to the global leadership team, bringing an AMER lens to department-wide initiatives

- Lead or participate in projects that improve support delivery, team processes, or the broader customer experience

- Use data and insights to identify trends and inform team and strategic decisions

- Foster a team culture that is engaged, collaborative, and motivated to grow

### Requirements

- 5+ years in customer-facing roles in tech, ideally in SaaS

- 2+ years of people management experience, leading teams of individual contributors

- Experience managing or working alongside outsourced or BPO support teams is a plus

- Strong analytical mindset

- Excellent coaching and feedback skills

- Servant leadership style

- Effective cross-functional collaborator

- Ability to manage multiple priorities in a fast-paced environment

- High proficiency in Brazilian Portuguese or Spanish (C1/C2) is a plus

### Benefits

We offer a global benefits package including equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend.

## Skills

### Required
- customer support
- team management
- analytical mindset
- coaching
- servant leadership
- cross-functional collaboration

### Nice to have
- Brazilian Portuguese
- Spanish
- Portuguese

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/miro/ef38b9ea-a303-44e6-823a-12e5b53baa15?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)