Manager II, Customer Support
Core
Lead US- and EMEA-based Support Specialists serving priority advertisers and users, owning team goals, operational metrics, and complex escalations.
Role type
Manager II, Customer Support
Builds
High-impact support programs, process improvements, and cross-functional outcomes for priority advertisers and users.
Domain
Internet / Customer Support / AdTech
Deliverable
dashboards & analysis
Required skills
People management, geographically distributed team leadership, support metrics analysis, process design, project management, AI/automation integration, cross-functional partnership, executive communication
Preferred skills
Experience leading teams through change and growth, adaptability to new customer-operations responsibilities
Technologies
AI tools for automation and workflow improvement
Responsibilities
Lead, coach, and develop a diverse team of Support Specialists; Manage team performance and deliver real-time feedback; Oversee complex support operations including escalations and quality standards; Forecast support workload and plan team capacity; Direct key programs and projects; Partner with Product, Engineering, Sales, and GTM teams; Analyze metrics and operational workflows to drive improvement; Use AI to accelerate automation and self-service; Communicate team progress and insights to stakeholders
Seniority
Manager II, hands-on leadership
