Manager, Customer Support

Overview

As Manager in Braze’s Global Customer Support, you lead a local team delivering post-sale technical partnerships with customers. You’ll drive KPI attainment, coach through regular 1:1s and development plans, and shape OKRs. You’ll assess performance, address underperformance with clear feedback, and oversee hiring and onboarding. Your leadership will foster growth, mentorship, and knowledge-sharing across global teams, ensuring high-quality, timely support. You’ll escalate complex issues and guide cross-functional collaboration to maximize customer satisfaction.

Pay / Benefits

• Competitive compensation including equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Medical, dental, vision, life, and disability benefits
• Fertility benefits and equal paid parental leave
• Professional development with career pathing and annual learning stipend

Responsibilities

• Lead and develop a local support team, ensure KPI achievement, conduct regular one-on-one meetings, and design career development plans
• Evaluate team performance and manage OKRs, provide constructive feedback and proper documentation for underperformance
• Oversee hiring and onboarding processes and drive people-operations activities
• Mentor and coach team members to foster a growth mindset and professional development
• Deliver high-impact outputs with meticulous attention to detail, maintain standards, and identify strategies to overcome challenges
• Serve as escalation point for complex customer issues and ensure exceptional customer satisfaction
• Lead projects and may indirectly manage colleagues across diverse expertise areas
• Collaborate with cross-functional teams and stakeholders to improve processes and knowledge management

Key requirements

• 2-4 years of management experience in a technical support organization, preferably SaaS B2B
• Proven leadership and talent development experience including recruiting, motivating, and mentoring high-performing teams
• Strong coaching skills and ability to foster continuous learning and adaptation
• Proven ability to handle time-sensitive technical support challenges and complex issues
• Exceptional written and verbal communication
• Experience in decentralized organizations with cross-region collaboration
• Experience managing customer-facing escalations and stakeholder communications until resolution
• Strong attention to documentation and process standardization across global teams
• Ability to simplify complex concepts for varied audiences and expertise levels
• Knowledge of case management processes (issue resolution, escalation, knowledge-centered support) and tools like Salesforce or Zendesk
• Familiarity with key support KPIs (CSAT, CES, time to resolution)
• Bonus: HTML, CSS, JavaScript, APIs, SQL; Bonus: Postman, Snowflake, Kibana

• strong communication
• mentoring and coaching
• collaboration across teams
• Salesforce
• Zendesk
• case management tools

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