Backed by Accel and ICONIQ.
About the role
As Manager, Customer Support AMER, you'll lead the regional team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3) based primarily in Austin, and you'll oversee delivery of our Tier 1 outsourced support for AMER time zones. You'll be a core member of the Global Support Leadership team, reporting to the Global Head of Customer Support and working closely with peer managers across EMEA and JPAC, as well as our Support Excellence team (Programs, Enablement, and Operations).
What they're looking for
- 5+ years in customer-facing roles in tech, ideally in SaaS
- 2+ years of people management experience, leading teams of individual contributors (5-15 people)
- Experience managing or working alongside outsourced or BPO support teams is a plus
- Strong analytical mindset - comfortable using data to track performance, spot trends, and drive decisions
- Excellent coaching and feedback skills - you know how to develop people at different stages of their growth
- A servant leadership style - you lead by example and are invested in your team's success as much as your own
More about this role
Miro's Customer Support team is on a mission to help our customers quickly solve their problems so they can get back to creating the next big thing. We provide enterprise-grade support with empathy and passion, and we strive to exceed user expectations by always thinking one step ahead.
The AMER Support team is at the heart of that mission. Based primarily out of Austin, Miro's largest US hub, we cover the full Americas region across time zones, working in close partnership with our outsourced Tier 1 team and our global support hubs in EMEA and JPAC. Together, we play as a team to win the world.
Mironeers work in a hybrid model, with 2 days a week in our vibrant Austin hub as our baseline. We'd love the person in this role to be based in Austin and engaged in hub life, while staying flexible for the needs of a global team.
As Manager, Customer Support AMER, you'll lead the regional team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3) based primarily in Austin, and you'll oversee delivery of our Tier 1 outsourced support for AMER time zones. You'll be a core member of the Global Support Leadership team, reporting to the Global Head of Customer...
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