Global Customer Support Lead

Pinterest; New York (NY); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Pinterest is seeking a Manager II, Customer Support based in New York to lead US- and EMEA-based Support Specialists serving priority advertisers and users across key regions.

You will own team goals and operational metrics, drive high-impact support programs, guide complex escalations, and collaborate with Product, Engineering, Sales and GTM to deliver cross-functional outcomes while maintaining high quality and inclusive leadership.

Qualifications

• Minimum 5 years in customer support or customer experience, including 3+ years in people management.
• Experience managing geographically distributed teams across time zones.
• Strong written and verbal communication with executive presence.
• Proven ability to analyze metrics, drive improvements, and lead cross-functional initiatives.

Responsabilités

• Lead US- and EMEA-based Support Specialists serving priority advertisers and users.
• Own team goals, operational metrics and drive high-impact support programs.
• Guide escalations and optimize processes to improve delivery.
• Coach and develop team, set objectives and accountability.
• Forecast workload and plan capacity during launches and growth.
• Collaborate with Product, Engineering, Sales and GTM to drive cross-functional outcomes.
• Use AI to accelerate automation and self-service with quality checks.
• Communicate progress, risks and recommendations to leadership.

Description du poste

Pinterest is seeking a Manager II, Customer Support based in New York to lead US- and EMEA-based Support Specialists serving priority advertisers and users across key regions.

You will own team goals and operational metrics, drive high-impact support programs, guide complex escalations, and collaborate with Product, Engineering, Sales and GTM to deliver cross-functional outcomes while maintaining high quality and inclusive leadership.