Senior Manager Customer Support

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Position : Sr. Manager, Global Customer Support

As the Sr. Manager, Global Customer Support , you will lead and inspire a high-performing execution team focused on managing day-to-day operations in customer-facing teams such as collections, vendor support, and concierge. The role involves overseeing these functions across our global marketplace platforms, including The Knot, WeddingWire, and Bodas brands, to ensure seamless processes, timely financial transactions, and exceptional vendor / couple support.

This position is crucial for ensuring operational efficiency and customer satisfaction across domestic and international markets. You will manage 5-7 direct reports and oversee an organization of approximately 30-80 individuals across various geographies, reporting directly to the Sr. Director, Global Customer Support. Additionally, you will partner strategically with leaders in Revenue Strategy, Sales, and Finance to align business objectives with operational efforts.

Responsibilities :

• Lead cross-functional teams (Collections, Vendor Support, Concierge) to improve marketplace health, vendor satisfaction, and overall performance.
• Oversee customer service activities, ensuring high-quality service and support.
• Implement customer service standards and policies, and manage teams to maintain customer satisfaction.
• Collaborate with stakeholders such as Sales and Finance to align operational duties with organizational goals.
• Manage and support geographically dispersed teams handling customer service across regions.
• Ensure process alignment, develop playbooks, and establish performance metrics across countries.
• Supervise payment processing systems to streamline order-to-cash cycles and minimize payment delays, enhancing cash flow.
• Support change initiatives within the area, working closely with Sales to optimize and scale operations.
• Provide regular updates on team performance to stakeholders.
• Work with other managers in RevOps to break down silos and manage talent effectively.
• Personal Leadership : Demonstrate growth mindset, seek knowledge, embrace diverse perspectives, and commit to continual self-improvement and adaptability.
• Problem Solving : Use a data-driven, consultative approach to solve problems, leveraging understanding of the business and competitive landscape.
• Drive Results : Manage time and stakeholders with a sense of ownership, focusing on quality and simplicity.
• Communication : Speak clearly and candidly, prioritizing the audience's needs with kindness and candor.
• Intentional Leadership : Show up intentionally with a clear vision, fostering a sense of belonging and inclusion.
• Prioritization and Planning : Set clear objectives aligned with organizational goals, balancing urgency and importance.
• Delegation : Delegate work with clear expectations, supporting individual development and results.
• Stakeholder Engagement : Identify and engage key stakeholders for support and buy-in.
• Develop Talent : Assess and grow team skills to support performance and career growth.

Qualifications :

• 5+ years of experience managing billing / collections and customer / vendor support, with leadership roles
• Proficiency in English and Spanish is required
• Bachelor's degree required
• Experience leading operational functions within a global organization, preferably in online marketplace or e-commerce
• Experience managing multi-language support teams across geographies (e.g., Spanish, French, Portuguese)
• Experience with collections, revenue optimization, and financial reporting
• Data analytics expertise and knowledge of operational KPIs
• High emotional intelligence and strong communication skills
• Proven accountability and ability to motivate teams toward ambitious goals

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