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Manager, Customer Support AMER

Miro· Customer Support
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Hybrid (Austin, TX)full-timePosted 2mo ago

About the role

Manager, Customer Support AMER leading the regional team (Tier 2 and Tier 3) based in Austin, overseeing Tier 1 outsourced support for AMER time zones and contributing to global Support Leadership initiatives.

Responsibilities

  • Lead and develop a mixed team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3), including regular 1:1s, coaching conversations, ticket QA reviews, and actionable feedback
  • Drive regional performance to meet or exceed targets (CSAT, QA scores, SLA adherence, AHT, backlog)
  • Oversee Tier 1 outsourced delivery for AMER time zones, ensuring quality and escalation paths
  • Handle escalations and support teams on complex or sensitive customer cases
  • Partner with Customer Success, Sales, and Professional Services on strategic accounts, provide visibility in QBRs and proactive ticket coordination
  • Collaborate with Tier 4 escalations/incident response team to define escalation/handoff protocols
  • Cross-functional collaboration with Support Excellence, Product, and Engineering to align on customer needs
  • Contribute to global leadership with an AMER perspective on initiatives and strategy
  • Lead or participate in projects to improve support delivery and customer experience
  • Use data to identify trends, surface issues, and inform decisions
  • Foster an engaged, collaborative, and growth-minded team culture

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 a plus
  • Strong analytical mindset with data-driven decision making
  • Excellent coaching and feedback skills
  • Servant leadership style
  • Effective cross-functional collaboration and communication
  • Ability to manage multiple priorities in a fast-paced environment
  • High proficiency in Brazilian Portuguese or Spanish (C1/C2) is a plus

Skills

Required:People managementData-driven decision makingEscalation managementCross-functional collaborationCommunication
Nice to have:Portuguese/Spanish proficiency

Benefits

  • equity
  • a wellbeing benefit
  • a WFH equipment allowance
  • an annual Learning & Development stipend
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Miro

Get from brainstorm to breakthrough with Miro

Speed up product development from ideation to launch. Align teams, break tool silos, and ship what customers need in one AI-powered visual platform.

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