Manager of Customer Support
Posted Updated
Description
- As a Manager II, Customer Support, you’ll lead US- and EMEA-based Support Specialists serving priority advertisers and users across key regions and customer segments
- You’ll own team goals and operational metrics, drive high-impact support programs, and help your team deepen their customer and technical capabilities
- You’ll work closely enough with the day-to-day to guide complex escalations, champion process improvements, and elevate support delivery as Pinterest continues to grow and evolve
- Lead, coach and develop a diverse team of US- and EMEA-based Support Specialists, setting clear objectives and holding the team accountable for results
- Manage team performance, deliver real-time feedback, and create stretch opportunities that help people grow their careers in an inclusive, psychologically safe environment
- Oversee complex support operations, including escalations, workflow optimization, documentation and quality standards
- Forecast support workload and plan team capacity to ensure exceptional service through periods of growth, launches and shifting business needs
- Direct key programs and projects—defining scope, setting milestones and ensuring timely, high-quality delivery and adoption of new solutions
- Support priority advertisers and users, resolving complex issues, removing operational blockers and driving outstanding client experiences
- Partner with Product, Engineering, Sales and GTM teams to drive improvement, launch new features and deliver cross-functional outcomes
- Regularly analyze metrics and operational workflows to identify gaps and drive ongoing improvement
- Use AI to accelerate automation, workflow improvement, self-service and insights, while verifying accuracy and quality at every step
- Clearly and concisely communicate team progress, insights, risks and recommendations to stakeholders at all levels, preparing summaries or presentations as needed and representing your team’s position and priorities
- Based in New York with interest and ability to occasionally represent the team’s position and priorities to leadership in-office
- Experience managing geographically distributed teams and partnering effectively across time zones and cultures
- Strong, adaptable communicator who can partner with cross-functional teams and present to a range of audiences
- Expertise in support metrics and operational data—comfortable pulling, analyzing and presenting your own dashboards and reports
- High integrity and ownership: you protect sensitive data, use sound judgment, validate AI-enabled outputs and remain accountable for the quality of decisions and customer outcomes
- Experience leading teams through change, growth and evolving business needs, with the adaptability to take on new or adjacent customer-operations responsibilities as the organization evolves
- Demonstrated experience using AI or automation to improve operational efficiency and self-service while maintaining high quality standards; enthusiasm for responsible experimentation and helping a team adopt new ways of working
- Experience designing and documenting processes, running projects and driving continuous improvement
- Minimum 5 years of experience in customer support, customer experience or a similar function, including 3+ years of people-management experience in a support or customer-facing environment
- Excellent written and verbal communication and client-facing/executive presence