Head of Support Operations at Zapier

We're looking for a Head of Support Operations leader to help grow our support team and play a critical role in shaping the support experience. Zapier’s on a mission to make everyone more productive at work. Zapier has helped over 1.8 million individuals and businesses with their automation needs.

You are passionate about building and scaling world class operations teams. You understand how to balance efficiency with a fabulous customer and employee experience. You have demonstrable success in leading Support Operations teams through fast growth either by running the Operations team, the Support team or both. We’re looking for 10+ years experience and a drive to keep getting better at it.

If you’re interested in launching your career at a fast-growing and profitable company, then read on…

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

About You

You are a skilled and empathic Customer and Operations leader. You have experience getting results with other senior leaders. Your success is defined by how well the support and customer facing teams are able to reach their goals. You've previously worked with others to develop processes and teams that influence the goals of others

You've scaled support teams before. You've been involved in supporting the growth of support teams and would be well suited to lead our Operations team and help grow Zapier from ~125 to 250+ customer champions and beyond.

You are a skilled mentor and coach. You realize the best way to grow a team is by helping them to grow themselves. You're able to effectively share your experience and provide a clear framework for growth.

You are comfortable in a Product led, Customer driven environment. You are able to relate to our customers and team members to provide and translate technical approaches into business applications in a simple and clear manner. We need you to have worked in a business where software is the product so that you understand our business model and the support team's impact there.

You're a skilled written communicator. Zapier is a 100% remote team and writing is our primary means of communication. You'll use written summaries and reports to communicate vision, strategy, plans, findings, and results to the support and full Zapier team.

You are data driven. You know how to pick the right metrics, forecast our goals and measure our progress against them. You are comfortable using data to proactively assess and collaboratively develop key support programs that add value to our customers and our business.

You're a champion for doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

Things You Might Do

Zapier is a fast-growing and remote-first company, so you'll likely get experience on many different projects across the organization. The current support team at Zapier includes roughly 125+ people who know a lot about integrations and APIs.

That said, here are some things you'll probably do:

Lead the teams that manage the implementation and fine-tuning of customer support processes, systems, training, quality and cross functional programs. These teams include Program Management, Training & Quality, Systems Administration, Systems Engineering and Workforce Management
Leverage your cross functional role to make sure we measure the right things, prioritize the right projects and oversee the operations of systems, support products and workflows.
Collaborate with your peers to develop and implement the strategy for 24x7 global customer support including scheduling, workforce management, and real-time queue management. Help us prepare for International growth and multi-language support
Help establish, measure and monitor customer KPIs and metrics to track team and organizational impact on the business.
Work closely with our Decision Science team to build and manage analytics to track/deliver customer insights and develop strategic value add plans based on those insights.
Innovate and foster a continued environment of experimentation
Coordinate with the various Support teams and their functions to maximize effectiveness and outcomes.
Establish meetings and communications cadence, associated reporting and agenda requirements, and team preparedness or monthly/quarterly business reviews and planning processes.
Work closely with our Community and Docs teams and support their efforts to augment training, documentation and quality reviews to ensure our employee experience and customer experience are outstanding.
Manage the Support Operations teams to ensure we are informing our Product team of insights that will help drive customer self service, retention and growth.
Ensure implementation of customer facing changes are incorporated in our overall Support planning and strategy.

You will manage teams of highly skilled individuals who have specialized expertise in the areas mentioned above. You must bring this group together as a high functioning, high performing team, while fostering individual career growth.

Required Skills / Qualifications

At least 10 years of customer support leadership experience in high growth environments is required
Proven experience leading business process and systems implementation projects from start to finish
Proven leadership skills; ability to develop individuals and foster teamwork, including among remote staff
Program and project management skills; ability to prioritize multiple objectives and work efficiently to meet deadlines
Exceptional technical skills. Comfortable with APIs. Demonstrated experience deploying, managing, and overseeing the use of relevant third-party applications, in-house developed solutions, and adoption of emerging technologies.
Experience as a Product Leader for Support tooling development and innovation. Collaborate with highly technical team members to ensure they are supported in their custom development and innovation endeavors
Ability to collaborate with highly technical team members to ensure they are supported in their custom development endeavors. Demonstrable experience in providing written summaries and reports to communicate vision, strategy, plans, findings, and results to the support and full Zapier team
Comfortable with ambiguity and experience with experimentation: We are a high growth company trying new things and everything can change.
As part of our All Hands Support initiative, commit to interfacing with our customers and use what you learn to inform your business decisions.

About Zapier Support Operations

Every second Zapier makes thousands of API requests to thousands of partners. Each API call comprises a "step" in a user configurable workflow we liken to "LEGOs for APIs". Our support team provides a uniquely wide breadth of advice and troubleshooting for our customers. Given the breadth of integrations we offer, our Customer Champions are expected to know a lot and learn a lot at a fast pace with good quality.

We have segmented teams of Customer Champions handling all of the requests from our customers. We will be spending time and effort to segment our requests without over specializing and we need a strong Operations leader to head up these “organize the work” efforts.

Support Operations is the arm of the support team that analyzes the systems, processes, and data in partnership with our functional leaders. From there, Support Operations organizes the work and ensures we are doing what we need to be doing and when we need to be doing it.

About Zapier

Zapier helps people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

We believe that with the right tools, you can have big impact with less hassle.

We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

The Whole Package

Location: US, Canada, or UK

Our distributed environment lets us work with the best people. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

Compensation:

Competitive salary
Healthcare + dental + vision coverage*
Retirement plan with 4% company match*
Profit-sharing
2 annual company retreats to awesome places
14 weeks paid leave for new parents of biological or adopted children
Meaningful and customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries.
Your own equipment. We'll set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.
Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year.
Travel of 5% - 10% for company retreats which rotate to various cities throughout North America. We will resume retreats when it’s safe to travel again. Retreats typically take place twice a year as a company, once a year as a team. All expenses paid (flights, meals, transportation, etc.).
Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

*While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to UK, Canada, and US-based employees.

How to Apply

We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please make sure to answer each question.

After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.