Manager of Customer Support

Pinterest; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

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.

Responsibilities

• 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.

Job description

• As a Manager II, Customer Support, you’ll lead US- and EMEA-based Support Specialists serving priority advertisers and users across key regions and customer segments


• You’ll own team goals and operational metrics, drive high-impact support programs, and help your team deepen their customer and technical capabilities


• You’ll work closely enough with the day-to-day to guide complex escalations, champion process improvements, and elevate support delivery as Pinterest continues to grow and evolve


• Lead, coach and develop a diverse team of US- and EMEA-based Support Specialists, setting clear objectives and holding the team accountable for results


• Manage team performance, deliver real-time feedback, and create stretch opportunities that help people grow their careers in an inclusive, psychologically safe environment


• Oversee complex support operations, including escalations, workflow optimization, documentation and quality standards


• Forecast support workload and plan team capacity to ensure exceptional service through periods of growth, launches and shifting business needs


• Direct key programs and projects—defining scope, setting milestones and ensuring timely, high-quality delivery and adoption of new solutions


• Support priority advertisers and users, resolving complex issues, removing operational blockers and driving outstanding client experiences


• Partner with Product, Engineering, Sales and GTM teams to drive improvement, launch new features and deliver cross-functional outcomes


• Regularly analyze metrics and operational workflows to identify gaps and drive ongoing improvement


• Use AI to accelerate automation, workflow improvement, self-service and insights, while verifying accuracy and quality at every step


• Clearly and concisely communicate team progress, insights, risks and recommendations to stakeholders at all levels, preparing summaries or presentations as needed and representing your team’s position and priorities

Based in New York with interest and ability to occasionally represent the team’s position and priorities to leadership in-office

• Experience managing geographically distributed teams and partnering effectively across time zones and cultures


• Strong, adaptable communicator who can partner with cross-functional teams and present to a range of audiences


• Expertise in support metrics and operational data—comfortable pulling, analyzing and presenting your own dashboards and reports


• High integrity and ownership: you protect sensitive data, use sound judgment, validate AI-enabled outputs and remain accountable for the quality of decisions and customer outcomes


• Experience leading teams through change, growth and evolving business needs, with the adaptability to take on new or adjacent customer-operations responsibilities as the organization evolves


• Demonstrated experience using AI or automation to improve operational efficiency and self-service while maintaining high quality standards; enthusiasm for responsible experimentation and helping a team adopt new ways of working


• Experience designing and documenting processes, running projects and driving continuous improvement


• Minimum 5 years of experience in customer support, customer experience or a similar function, including 3+ years of people-management experience in a support or customer-facing environment


• Excellent written and verbal communication and client-facing/executive presence