AMER Customer Support Manager - Hybrid (Austin)

Miro; Austin (TX); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Equity

Wellbeing benefit

WFH equipment allowance

Learning & Development stipend

Job summary

Miro seeks a Manager, Customer Support AMER based in Austin to lead a hybrid team of Tier 2 and Tier 3 specialists, oversee outsourced Tier 1 delivery, and drive regional performance across CSAT, QA, SLA adherence, and backlog management.

You will partner with Customer Success, Sales, and Professional Services on strategic accounts, and work with Product and Engineering to implement continuous improvements for the customer experience.

Qualifications

• 5+ years in customer-facing tech roles.
• 2+ years of people management (5–15 reports).
• Experience with outsourced/BPO support is a plus.
• Strong data-driven decision making and KPI tracking.
• Coaching and feedback skills; servant leadership mindset.

Responsibilities

• Lead and develop a mixed team of Tier 2 and Tier 3 specialists in AMER.
• Drive regional performance against CSAT, QA, SLA, AHT, and backlog targets.
• Oversee Tier 1 outsourced delivery for AMER time zones; ensure quality and escalation paths.
• Partner with Sales, CS, and Professional Services on strategic accounts; support QBRs.
• Collaborate with Support Excellence, Product, and Engineering to drive improvements.

Skills

People management

SaaS customer support

Data analysis

Escalation handling

Cross-functional collaboration

Portuguese/Spanish

Education

Bachelor's degree in relevant field

Job description

Miro seeks a Manager, Customer Support AMER based in Austin to lead a hybrid team of Tier 2 and Tier 3 specialists, oversee outsourced Tier 1 delivery, and drive regional performance across CSAT, QA, SLA adherence, and backlog management.

You will partner with Customer Success, Sales, and Professional Services on strategic accounts, and work with Product and Engineering to implement continuous improvements for the customer experience.