Senior Manager, Global Customer Support

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

The Team & Role

The Global Customer Support team fulfills a strategic role for Zuora as the main point of contact for our customers and partners to address their technical requests. Our team includes over 80 ZEOs across nine different locations worldwide. They are strategically structured around our functional teams and delivery an account centric Support service experience through an effective “Follow-the-sun”model.

As the Senior Manager, Global Customer Support, you will play a critical role in ensuring the success of our clients by mentoring and coaching a team of skilled technical support professionals. You will be responsible to align with overall Company strategy in implementing and ensuring the delivery of Technical Support Excellence, centered around a customer-centric culture, and continuously improving processes to deliver on customer’s expectations.

What you’ll do

• Team Management:
• Lead, motivate, and inspire a team of technical support professionals.
• Foster a positive and collaborative team culture that encourages continuous learning and professional development.
• Conduct regular performance assessments, provide feedback, and implement strategies for improvement.
• Customer Support Execution:
• Develop and implement a customer support regional strategy aligned with the company’s goals and values.
• Drive initiatives to enhance customer satisfaction, loyalty, and overall experience.
• Collaborate with cross-functional teams to integrate customer feedback into product improvements.
• Process Improvement:
• Continuously assess and refine support processes to increase efficiency and effectiveness.
• Implement best practices and industry standards to optimize the customer support workflow.
• Analyze support metrics to identify trends, areas for improvement, and resource optimization.
• Technical Expertise:
• Stay updated on the latest features and capabilities of our SaaS product.
• Provide technical guidance to the support team, assisting in complex issue resolution.
• Collaborate with product development teams to communicate customer needs and contribute to product improvement.
• Customer Advocacy:
• Act as the voice of the customer within the organization, advocating for their needs and priorities.
• Work closely with sales and account management teams to ensure a seamless customer experience.
• Identify opportunities for upselling and cross-selling based on customer interactions.

Your experience

• Minimum of 7 years application support experience.
• Proven experience in a technical customer support role with 3+ years in a managerial or leadership capacity.
• Ability to work with a global team and build strong cross-functional relationships.
• Positive attitude and the ability to overcome adversity; ability to stay calm under pressure.
• Strong understanding of SaaS products and the ability to articulate technical concepts to both technical and non-technical audiences.
• Excellent communication, interpersonal, and problem-solving skills in both English and Japanese languages.
• Demonstrated ability to lead and motivate a diverse team in a fast-paced environment.
• Experience implementing and optimizing customer support processes.
• Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge. You will learn something new every day!

Nice to haves:

• Experience with billing or financial enterprise applications.
• Experience as a developer or QA engineer in an agile development environment.

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.