Team Lead, Premier Support (AMERS-West)

Zapier

US time zones Remote only

Full time

Customer Service / Chat

Remote No Phone

Sep 9

Team Lead, Premier Support (AMERS-West)

Hi there!

We're looking for an experienced Team Lead to help lead the Premier Support Team at Zapier! Zapier’s on a mission to make everyone more productive at work. Over 3 million professionals already use Zapier to save more time, but there are millions more to reach. As a Team Lead, for the Premier Support Team, you’ll work alongside other Team Leads, managing a small group of 4—7 Premier Customer Champions. You’ll be responsible for supporting your team and pitching in to provide world-class support for our higher-tier customers! Right now, we’re looking for folks in US time zones to fill this role, working full-time Monday through Friday.

 

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

 

We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. Hopefully, you'll take the leap of faith and apply.

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

 

About You

  • You’re a skilled team lead or manager. We’re looking for at least 1 year of experience running a team. You’ll have the chance to provide coaching, feedback, and guidance to your team in order to help them develop in their roles and their careers!
  • You love doing support. You can lead by example by jumping into the support queue and helping our customers. You have proven experience helping customers solve problems, and helping others provide an incredible support experience.
  • You love to help others succeed. We’re an ambitious bunch, and we’re looking for someone who can facilitate their team's growth.
  • You’re an excellent written communicator. We’re also a 100% remote team, and writing is our primary means of communication at Zapier.
  • You’re creative and resourceful. You try as many angles as possible to secure positive press mentions for clients and companies. You keep an eye out for media, speaking, and award opportunities as they arise and keep up on industry trends.
  • You believe relationships are critical to success. You have relationships with business and tech media, you have experience working with customers or partners, and you’re able to quickly build trust with cross-functional teams and external agencies.
  • You’re solid at time management. You’ll juggle a variety fast-moving communications projects, and as a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time.

 

Things You’ll Do

  • Help meet and exceed our Premier Support goals to make Zapier support the best support
  • Help some of our highest paying customers via email or chat to ensure they have the best and fastest experience possible. You’ll own conversations with your customers and make sure they get a first response within an hour. You’ll support them from start to finish, troubleshooting their problems and answering their questions. Lead your team to do the same!
  • Build relationships with members of your team and work hard to help them level up their skills
  • Collaborate with other leads and managers to prioritize project work and set direction for Support as a whole
  • Lead employees using a performance management and development process, providing continuous feedback, regular 1:1s, 360s and performance reviews.

 

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: Remote AMERS-West (PST & MST time zones)

Our fully remote, distributed environment enables us to work with awesome people from around the world. Our team members work from 38 different countries. We generally hire based on timezones and try to keep teams together by making sure that every Zapien overlaps with their manager & teammates for at least a few hours a day.

Zapier offers:

  • Competitive salary and bonus program
  • Equity for All: Stock options (or equivalent) for every Zapien
  • Healthcare + dental + vision coverage*
  • Fertility and Adoption Assistance
  • Retirement plan with 4% company match*
  • $2,000 annual learning stipend for use on courses, conferences, and more—your choice
  • Annual all-company retreat
  • 14 weeks paid leave for new parents of biological or adopted children
  • Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries
  • Leading-edge equipment. We 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.
  • Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.
  • Opportunity to work with Zapier’s amazing partners network

*While we support Zapiens around the world the best we can, healthcare plans are available in the UK, Canada, and United States. Retirement plans are currently available specifically in the UK, Canada, New Zealand, Australia, and United States. A regional benefits premium is added directly to the salary ranges for team members who are in countries where we do not have entities or provide company-sponsored benefits. When recommendations are made for base salary, the benefits premium has already been factored in.

 

How to Apply

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We are looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. protected by local law. 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.

Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.

 

#LI-Remote #LI-TB

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