Americas Customer Support Leader

Miro Group; Austin (TX); Hybrid; USD 120,000 - 160,000; 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 to lead the regional team based in Austin, overseeing Tier 2 and Tier 3 support and the outsourced Tier 1 delivery for AMER time zones. This role reports to the Global Head of Customer Support and collaborates with peers across EMEA and JPAC.

You will foster high-performing, engaged teams, use data to drive decisions, and partner with Customer Success, Sales, and Professional Services on strategic accounts.

Qualifications

• 5+ years in customer-facing roles in tech, ideally SaaS.
• 2+ years of people management experience (5-15 direct reports).
• Experience with outsourced or BPO support teams is a plus.
• Strong analytical mindset with data-driven decision making.
• Excellent coaching and feedback skills.
• Servant leadership style focused on team success.
• Cross-functional collaboration and clear communication.
• Ability to manage multiple priorities in a fast-paced environment.
• High proficiency in Portuguese or Spanish (C1/C2) is a plus.

Responsibilities

• Lead and develop a mixed team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3).
• Drive regional performance, hitting CSAT, QA, SLA, AHT targets and backlog health.
• Oversee Tier 1 outsourced delivery for AMER time zones with quality and escalation paths.
• Handle escalations and support the team on complex cases.
• Partner with Customer Success, Sales and Professional Services on strategic accounts.
• Collaborate with Tier 4 escalations and incident response teams on escalation paths.
• Work with Support Excellence, Product, and Engineering to drive improvements.
• Contribute to global leadership initiatives with an AMER lens.
• Lead or participate in projects to improve delivery and customer experience.
• Use data to identify trends and inform decisions, fostering a safe, growth-oriented culture.

Job description

Miro is seeking a Manager, Customer Support AMER to lead the regional team based in Austin, overseeing Tier 2 and Tier 3 support and the outsourced Tier 1 delivery for AMER time zones. This role reports to the Global Head of Customer Support and collaborates with peers across EMEA and JPAC.

You will foster high-performing, engaged teams, use data to drive decisions, and partner with Customer Success, Sales, and Professional Services on strategic accounts.