AMER Customer Support Leader: Build High-Impact Teams

Miro; Austin (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Miro in Austin, TX is seeking a Manager, Customer Support AMER to lead a regional team of Tier 2 Customer Support Representatives and Tier 3 Technical Support Engineers based in Austin. You will oversee Tier 1 outsourced delivery for AMER time zones and champion escalation processes to ensure quality customer outcomes.

Reporting to the Global Head of Customer Support, you will partner with CS, Sales, and Professional Services on strategic accounts, drive CSAT and SLA performance, and mentor a

Qualifications

• 5+ years in customer-facing roles in tech, ideally SaaS.
• 2+ years of people management experience.
• Strong coaching and feedback skills.

Responsibilities

• Lead a mixed team of Tier 2 Customer Support Representatives and Tier 3 Technical Support Engineers based in Austin.
• Oversee Tier 1 outsourced delivery for AMER time zones and manage escalations.
• Drive regional performance against CSAT, QA, SLA, AHT, and backlog targets.
• Partner with Customer Success, Sales, and Professional Services on strategic accounts.

Skills

People management

Leadership

Coaching

Data analysis

Cross-functional collaboration

Customer support

Job description

Miro in Austin, TX is seeking a Manager, Customer Support AMER to lead a regional team of Tier 2 Customer Support Representatives and Tier 3 Technical Support Engineers based in Austin. You will oversee Tier 1 outsourced delivery for AMER time zones and champion escalation processes to ensure quality customer outcomes.

Reporting to the Global Head of Customer Support, you will partner with CS, Sales, and Professional Services on strategic accounts, drive CSAT and SLA performance, and mentor a