Senior Manager of Customer Support

Replit is the fastest way to turn ideas into software. With our powerful AI-powered Agent and Assistant, anyone can create and launch apps from natural language in just one click. Build and deploy full-stack applications directly from your browser—no setup required. Never written a line of code in your life? No problem. Replit makes software creation accessible, collaborative, and lightning-fast. Join us in our mission to empower the next generation of builders.

Role Overview

We're seeking a hands-on strategic Senior Manager of Customer Support to lead our customer support initiatives. This individual will manage the global support team while significantly contributing to process improvement and best practices ensuring customer satisfaction.

Key Responsibilities

Oversee multi-channel support operations including phone, email, chat, and self-service platforms for Account and Billing

Lead, mentor, and scale a globally diverse customer support team of 15+ Specialists

Recruit top talent and foster a customer-centric culture and maintain high team engagement and retention

Design scalable support processes to handle high-volume consumer and enterprise inquiries efficiently while defining customer experience standards and SLA’s

Partner closely with Product, Engineering, GTM and Support Engineering teams to communicate customer needs and bug prioritization

Partner with the executive team to integrate customer feedback into product development and business strategy

Requirements

• 6-10 years of Customer Support experience with 4+ years in leadership roles

  Proven track record managing SaaS Customer Support operations and Global teams

  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 balancing high-volume support demands

  Full-Time Employee Benefits Include:

  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

  ‍ Autonoumous Work Environement

  In Office Set-Up Reimbursement

  Flexible Time Off (FTO) + Holidays

  Quarterly Team Gatherings

  ☕ In Office Amenities

  Want to learn more about what we are up to?

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  To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.

  This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.