📍 Job Overview

Job Title: Senior Manager of Customer Support
Company: Replit
Location: Foster City, California, United States
Job Type: Full-Time, Hybrid (In-office: Monday, Wednesday, Friday)
Category: Customer Support Management
Date Posted: June 24, 2025
Experience Level: 5-10 years

🚀 Role Summary

Lead and scale a global customer support team to deliver exceptional customer experiences across multiple channels.
Design and implement scalable support processes to handle high-volume consumer and enterprise inquiries efficiently.
Collaborate with cross-functional teams to communicate customer needs, prioritize bugs, and integrate feedback into product development and business strategy.
Foster a customer-centric culture, maintain high team engagement, and drive customer satisfaction.

📝 Enhancement Note: This role requires a strategic thinker with a proven track record in managing SaaS customer support operations and global teams. The ideal candidate will have experience building support organizations from the ground up or in high-growth environments.

💻 Primary Responsibilities

Team Leadership & Management:
- Lead, mentor, and recruit top talent for a globally diverse customer support team of 15+ Specialists.
- Maintain high team engagement and retention through effective communication, coaching, and career development opportunities.
Process Improvement & Best Practices:
- Design and implement scalable support processes to handle high-volume consumer and enterprise inquiries efficiently.
- Define customer experience standards and Service Level Agreements (SLAs) to ensure customer satisfaction.
Cross-Functional Collaboration:
- Partner closely with Product, Engineering, GTM, and Support Engineering teams to communicate customer needs and bug prioritization.
- Collaborate with the executive team to integrate customer feedback into product development and business strategy.
Customer Experience & Satisfaction:
- Oversee multi-channel support operations, including phone, email, chat, and self-service platforms for Account and Billing.
- Monitor and analyze customer feedback and metrics to identify trends, improve processes, and enhance the overall customer experience.

📝 Enhancement Note: The primary responsibilities of this role require a strong focus on process improvement, team leadership, and cross-functional collaboration. The ideal candidate will have experience managing high-volume support demands in fast-paced environments.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Communications, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: 6-10 years of Customer Support experience, with 4+ years in leadership roles. Proven track record managing SaaS Customer Support operations and global teams.

Required Skills:

Proven experience building support organizations and teams from the ground up or in high-growth environments.
Knowledge of support platforms (Zendesk preferred), collaboration tools, and AI tools to create efficiencies.
Excellent communication skills across technical and non-technical audiences.
Ability to thrive in fast-paced environments with a bias toward action.
Strong analytical and problem-solving skills.
Experience with customer support metrics and performance tracking.

Preferred Skills:

Familiarity with the software development lifecycle (SDLC) and Agile methodologies.
Experience with customer support automation and self-service platforms.
Knowledge of customer support industry best practices and trends.
Proficiency in data analysis and visualization tools.

📝 Enhancement Note: The required and preferred skills for this role emphasize the candidate's ability to lead, manage, and improve customer support processes in a dynamic, high-growth environment. Familiarity with support platforms, collaboration tools, and AI tools is essential for success in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $180,000 - $235,000 per year (USD)

Benefits:

Competitive Salary & Equity
401(k) Program
Health, Dental, Vision, and Life Insurance
Short Term and Long Term Disability
Paid Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonomous Work Environment
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
In Office Amenities

Working Hours: Full-time, 40 hours per week. In-office requirement: Monday, Wednesday, and Friday.

📝 Enhancement Note: The salary range and benefits package for this role are competitive and reflective of the experience and skills required for success in this position. The working hours and in-office requirement ensure a balance between remote work and on-site collaboration.

🎯 Team & Company Context

Company Culture: Replit is a fast-growing, mission-driven company focused on making programming more accessible around the world. They value diversity, inclusivity, and collaboration in their team and product development.

Industry: Software as a Service (SaaS)

Company Size: Medium (100-250 employees)

Founded: 2016

Team Structure:

The customer support team consists of 15+ Specialists, reporting directly to the Senior Manager of Customer Support.
The team works closely with cross-functional teams, including Product, Engineering, GTM, and Support Engineering.

Development Methodology:

Replit follows Agile methodologies for product development, with a focus on customer feedback and continuous improvement.
The customer support team uses Zendesk for ticket management and other collaboration tools to ensure efficient communication and issue resolution.

Company Website: https://replit.com/

📝 Enhancement Note: Replit's company culture emphasizes accessibility, collaboration, and continuous learning. The team structure and development methodology support a customer-centric approach to product development and customer support.

📈 Career & Growth Analysis

Customer Support Management Career Level: This role is a senior-level position within the customer support management career path. The ideal candidate will have a proven track record in managing high-volume support demands, building support organizations, and driving customer satisfaction in fast-paced environments.

Reporting Structure: The Senior Manager of Customer Support reports directly to the Head of Customer Support and works closely with cross-functional teams, including Product, Engineering, GTM, and Support Engineering.

Technical Impact: This role has a significant impact on customer satisfaction, product development, and business strategy. The Senior Manager of Customer Support is responsible for ensuring that customer needs and feedback are integrated into product development and business decisions.

Growth Opportunities:

Career Progression: As Replit continues to grow, there may be opportunities for the Senior Manager of Customer Support to advance to a Director or Vice President role within the customer support organization.
Technical Skill Development: This role offers the opportunity to gain experience in customer support management, process improvement, and cross-functional collaboration with various teams within the organization.
Leadership Development: The Senior Manager of Customer Support will have the opportunity to mentor and develop the skills of the customer support team members, fostering a customer-centric culture and driving team engagement.

📝 Enhancement Note: The career and growth opportunities for this role are tied to Replit's continued success and expansion. The ideal candidate will have a strong desire to grow within the organization and contribute to its long-term strategic goals.

🌐 Work Environment

Office Type: Replit's Foster City, CA office is a collaborative, open-plan workspace designed to facilitate team interaction and communication.

Office Location(s): Foster City, California, United States

Workspace Context:

The customer support team works in an open-plan office, with dedicated workstations and shared spaces for team meetings and collaboration.
Replit provides modern hardware and software tools to ensure team members can work efficiently and effectively.
The office is equipped with amenities, including a fully stocked kitchen, snacks, and beverages, to support the team's well-being and productivity.

Work Schedule: Full-time, 40 hours per week. In-office requirement: Monday, Wednesday, and Friday. The work schedule is designed to balance remote work and on-site collaboration, ensuring that team members have the flexibility to work from home when needed.

📝 Enhancement Note: Replit's work environment is designed to foster collaboration, communication, and team engagement. The office layout, amenities, and work schedule support a productive and enjoyable work experience for team members.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to discuss the role, company, and candidate's qualifications. This step may include behavioral and situational interview questions to assess the candidate's fit for the role and company culture.
On-site Interview: A half-day on-site interview at Replit's Foster City, CA office. This step may include meetings with the Head of Customer Support, team members, and other stakeholders to assess the candidate's leadership, communication, and problem-solving skills.
Final Decision: The final decision will be made based on the candidate's overall fit for the role, company culture, and potential for growth within the organization.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's leadership, communication, and problem-solving skills, as well as their fit for Replit's company culture. The on-site interview provides an opportunity for the candidate to meet with team members and other stakeholders, gaining a deeper understanding of the role and the company.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Replit prioritizes customer satisfaction and ensures that customer needs are at the forefront of product development and support processes.
Collaborative: The customer support team works closely with cross-functional teams to communicate customer needs, prioritize bugs, and integrate feedback into product development.
Continuous Improvement: Replit fosters a culture of continuous learning and improvement, encouraging team members to identify trends, optimize processes, and enhance the overall customer experience.
Empathetic: The customer support team understands the importance of active listening, clear communication, and empathy in resolving customer inquiries and driving customer satisfaction.

Collaboration Style:

Cross-Functional: The customer support team works closely with Product, Engineering, GTM, and Support Engineering teams to ensure that customer needs are integrated into product development and business strategy.
Transparent: Replit values open and transparent communication, ensuring that team members have the information and resources they need to make informed decisions and contribute to the company's success.
Supportive: The customer support team works together to resolve customer inquiries, share knowledge, and support each other's growth and development.

📝 Enhancement Note: Replit's customer support values and collaboration style emphasize customer-centricity, continuous improvement, and cross-functional teamwork. These values and practices contribute to a positive work environment and drive customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing high-volume support demands in a fast-paced, dynamic environment.
Designing and implementing scalable support processes to ensure efficient issue resolution and customer satisfaction.
Collaborating with cross-functional teams to integrate customer feedback into product development and business strategy.

Learning & Development Opportunities:

Career Development: The Senior Manager of Customer Support role offers the opportunity to gain experience in customer support management, process improvement, and cross-functional collaboration.
Leadership Development: This role provides the opportunity to mentor and develop the skills of the customer support team members, fostering a customer-centric culture and driving team engagement.
Industry Trends: Replit encourages team members to stay up-to-date with industry trends, best practices, and emerging technologies to drive continuous improvement and innovation in customer support processes.

📝 Enhancement Note: The technical challenges and learning opportunities for this role require a strategic thinker with experience in customer support management, process improvement, and cross-functional collaboration. The ideal candidate will have a strong desire to grow within the organization and contribute to its long-term strategic goals.

💡 Interview Preparation

Technical Questions:

Customer Support Management: Describe your experience managing high-volume support demands in a fast-paced environment. How have you designed and implemented scalable support processes to ensure efficient issue resolution and customer satisfaction?
Cross-Functional Collaboration: How have you collaborated with cross-functional teams to integrate customer feedback into product development and business strategy? Can you provide an example of a successful collaboration that drove customer satisfaction and business growth?
Process Improvement: Can you describe a time when you identified a trend or opportunity to improve customer support processes? How did you approach the problem, and what was the outcome?

Company & Culture Questions:

Customer Support Values: How do you embody Replit's customer-centric, collaborative, and continuous improvement values in your approach to customer support management?
Team Dynamics: How do you foster a positive, customer-centric culture within your team? Can you provide an example of a team-building activity or initiative that drove engagement and customer satisfaction?
Adaptability: How do you stay up-to-date with industry trends, best practices, and emerging technologies in customer support? Can you describe a time when you adapted your approach to customer support based on new information or feedback?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview preparation tips for this role focus on customer support management, cross-functional collaboration, and process improvement. The ideal candidate will have a strong understanding of customer support best practices, industry trends, and Replit's company culture.

📌 Application Steps

To apply for this Senior Manager of Customer Support position:

Submit Your Application: Click the "Apply Now" button on the job listing to submit your resume, cover letter, and any other relevant documents.
Prepare for Phone/Video Screen: Review the job description and be prepared to discuss your qualifications, experience, and fit for the role. Research Replit's company culture, mission, and values to ensure a strong understanding of the organization.
Prepare for On-site Interview: Familiarize yourself with Replit's products, services, and customer support processes. Be prepared to discuss your approach to customer support management, process improvement, and cross-functional collaboration. Practice common interview questions and prepare specific examples of your experience and accomplishments.
Follow Up: After the interview, send a thank-you note to express your appreciation for the opportunity to interview with Replit. If you have any questions about the role or the interview process, don't hesitate to ask.

📝 Enhancement Note: The application steps for this role require a strong understanding of Replit's company culture, mission, and values. The ideal candidate will have a proven track record in customer support management, process improvement, and cross-functional collaboration, with a strong desire to grow within the organization and contribute to its long-term strategic goals.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

Tailor the job description to highlight the unique aspects of the Senior Manager of Customer Support role at Replit.
Emphasize the role's focus on customer support management, process improvement, and cross-functional collaboration.
Highlight Replit's company culture, mission, and values, and how they contribute to a positive work environment and drive customer satisfaction.

Quality Standards:

Ensure that the job description is comprehensive, well-organized, and valuable to customer support management candidates seeking their next opportunity.
Include actionable insights that give customer support management candidates a competitive advantage in the application and interview process.
Maintain a professional tone and consistent formatting throughout the job description.

Industry Expertise:

Include specific customer support management best practices, industry trends, and emerging technologies relevant to the role.
Address customer support management career progression paths and technical leadership opportunities within the customer support organization.
Provide tactical advice for customer support management, process improvement, and cross-functional collaboration.

Professional Standards:

Maintain appropriate use of customer support management terminology and industry-specific keywords throughout the job description.
Include comprehensive benefits and growth opportunities relevant to customer support management candidates.
Provide actionable insights that give customer support management candidates a competitive advantage in the application and interview process.

Technical Focus & Portfolio Emphasis:

Emphasize customer support management best practices, process improvement, and cross-functional collaboration in the job description.
Include specific portfolio requirements tailored to the customer support management role, focusing on leadership, communication, and problem-solving skills.
Address customer support management metrics, performance tracking, and data analysis in the job description.

Avoid:

Generic business jargon not relevant to customer support management roles.
Placeholder text or incomplete sections in the job description.
Repetitive content across different sections of the job description.
Non-technical terminology unless relevant to the specific customer support management role.

Generate a comprehensive, customer support management-focused job description that serves as a valuable resource for customer support management candidates evaluating career opportunities and preparing for technical interviews in the customer support industry.

Senior Manager of Customer Support