Customer Support Manager

About Prezi:

At Prezi, we help individuals and teams make their ideas shine through memorable, engaging presentations—whether virtual or in-person. As a remote-first company, we foster a culture of collaboration, innovation, and impactful work.

The Role:

We’re looking for a Customer Support Manager who’s passionate about people, problem-solving, and building an exceptional customer experience. In this role, you’ll lead a team of support specialists, championing their growth while ensuring customers receive top-tier support. You’ll collaborate across teams, using customer insights to shape our service strategy and keep our team aligned with company goals.

What You’ll Do:

 Lead and Grow an Amazing Support Team

• Manage and coach small diverse high performing team

• Foster a positive, collaborative culture that reflects Prezi’s values.

• Host regular check-ins, deliver feedback, and support career growth.

• Manage team schedules and shift rotations, ensuring smooth operations.

Champion a Great Customer Experience

• Ensure outstanding service across all support channels (tickets, chat, phone).

• Serve as the "Voice of the Customer" in key meetings and initiatives.

• Analyze customer feedback to spot trends and implement improvements.

• Identify ways to enhance workflows and explore new tools (including AI) to streamline processes.

Collaborate and Drive Improvements

• Partner with Product, Operations, and other teams to align goals and enhance support services.

• Contribute to projects that improve support tools and service capabilities.

• Share insights and data-driven recommendations to improve customer outcomes.

Track and Optimize Team Performance

• Monitor key performance metrics and use insights to refine strategies.

• Identify and address inefficiencies, driving continuous improvement.

What You’ll Bring:

• 3+ years of customer support experience (SaaS/tech industry preferred).

• 2+ years in people management with a focus on coaching and team growth.

• Excellent communication and collaboration skills.

• Strong analytical skills and experience with support tools like Zendesk.

• Passion for customer-centric service and staying up-to-date with the latest trends, including AI innovations.

Nice to Have:

• Experience managing remote or global teams.

• A proven ability to navigate change and drive innovation.

What We Offer:

• A fully remote-first environment with teammates in 15+ countries.

• Flexible time off for work-life balance.

• Wellness benefits like gym perk, mental health support, and sabbatical leave.

• Stock options so you can grow with us.

• Remote perks to support your home work environment

Ready to Make an Impact?If you’re excited about leading a high-performing customer support team and driving meaningful change, we’d love to hear from you. Apply with your resume and a brief cover letter explaining why you’re the perfect fit!

Prezi is an equal opportunity employer—we celebrate diversity and are committed to building an inclusive workplace.