Americas Customer Support Leader

Miro; Austin (TX); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Equity

Wellbeing benefit

WFH equipment allowance

Learning & Development stipend

Job summary

Miro is seeking a Manager, Customer Support AMER in Austin to lead Tier 2 and Tier 3 support, while overseeing outsourced Tier 1 for AMER time zones. You’ll report to the Global Head of Customer Support and partner with cross-functional teams to raise the bar on customer outcomes.

You’ll drive performance metrics, mentor a high-performing team, and help shape global support strategy with an AMER perspective. This role offers a hybrid work model with a focus on team growth and customer excellence.

Qualifications

• 5+ years in customer-facing roles in tech, ideally SaaS.
• 2+ years of people management experience, leading teams of 5–15.
• Experience with outsourced or BPO support teams is a plus.

Responsibilities

• Lead and develop a mixed team of Tier 2/3 agents, with regular coaching and feedback.
• Drive regional performance on CSAT, QA, SLA, AHT, and backlog management.
• Oversee Tier 1 outsourced delivery for AMER time zones and ensure escalation paths.
• Handle escalations and support on complex customer issues.
• Partner with Customer Success, Sales, and Professional Services on strategic accounts.
• Collaborate with Support Excellence, Product, and Engineering to drive improvements.

Skills

People management

Data-driven

SaaS experience

Cross-functional collaboration

Multilingual (Portuguese/Spanish)

Tools

CRM software

Job description

Miro is seeking a Manager, Customer Support AMER in Austin to lead Tier 2 and Tier 3 support, while overseeing outsourced Tier 1 for AMER time zones. You’ll report to the Global Head of Customer Support and partner with cross-functional teams to raise the bar on customer outcomes.

You’ll drive performance metrics, mentor a high-performing team, and help shape global support strategy with an AMER perspective. This role offers a hybrid work model with a focus on team growth and customer excellence.