Customer Champion Team Lead (Remote - North America)

Job Description

Team Lead - North American Time Zones (Remote)

Normally we hire candidates from anywhere in the world. However, right now we are in need of someone who can who can support our growing team while working a normal day in time zones in the Americas.

Hi there!

We're looking for someone to help cultivate our growing Support team at Zapier. Team Leaders ensure that our support team has someone to coach, train and answer their questions by serving as a direct manager for a small team, while also helping customers themselves. If you love helping users and developing others who help them, then read on!

• Our Commitment to Applicants
• Culture and Values at Zapier
• Zapier Guide to Remote Work
• Zapier Code of Conduct
• Diversity and Inclusivity at Zapier

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

About You

• You have at least a year of experience leading a team in technical support. That might mean you’ve been a people manager or team lead before, with at least 1-2 years experience with SaaS technical Support.
• You put your teammates' and customers' needs first. You enjoy helping support teams and enabling them to do great work. You put in the time to understand the strengths and weaknesses of those who report to you, providing ways to magnify their strengths and provide feedback to improve their weaknesses.
• You are results-oriented. You hold your team accountable to goals and stay aligned with company-wide priorities, while enabling your team to work autonomously.
• You have excellent communication skills and love feedback. You make sure those who report to you understand how they are doing and what is important at any point in time. You're always available with a suggestion on how to phrase a response to a tricky customer ticket.
• You love helping users directly. Everyone at Zapier does Support, and as a leader in the Support team it's part of your daily routine. You make customers feel empowered after interacting with support and not feel stupid because of a small mistake. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.
• You wear many hats. You are constantly leveling up your people management skills. You have the relevant Support skills to build rapport with those you manage. On a weekly basis you can expect to be holding one-on-ones with a small group of Customer Champions, thinking through tricky tickets and giving feedback, and prioritizing Support project work.
• You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.
• You love 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 small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

• Support a small team of 2-4 direct reports
• Help your team meet and exceed our Support goals
• Interview and train new teammates for the Support team
• Build rapport with members of the Support team and work hard to train them, coach them, and help them level up their skills
• Spend half your day helping customers via email or chat to ensure they have the best experience possible, troubleshooting their problems and answering their questions
• Hold weekly one on ones with members of your team
• Experiment: this is a startup so everything can change

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.

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.

About Zapier

For the past six years, Zapier has been helping 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: Americas - Remote

If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 170+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. 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.

However, due to the unique needs of support, we do hire with coverage for specific time zones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

Compensation:

• Competitive salary (we don't use remote as an excuse to pay less)
• Great 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
• Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you 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. This isn't a vague policy where unlimited vacation means no vacation.
• 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 US, UK, and Canadian based employees.

Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

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.