About the Position

Manager, Customer Support AMER

Department: Customer Experience

Locations: Austin, United States

About the Team

Miro's Customer Support team is on a mission to help our customers quickly solve their problems so they can get back to creating the next big thing. We provide enterprise-grade support with empathy and passion, and we strive to exceed user expectations by always thinking one step ahead.

The AMER Support team is at the heart of that mission. Based primarily out of Austin, Miro's largest US hub, we cover the full Americas region across time zones, working in close partnership with our outsourced Tier 1 team and our global support hubs in EMEA and JPAC. Together, we play as a team to win the world.

Mironeers work in a hybrid model, with 2 days a week in our vibrant Austin hub as our baseline. We'd love the person in this role to be based in Austin and engaged in hub life, while staying flexible for the needs of a global team.

Responsibilities

Lead and develop a mixed team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3), spanning customer-facing and technical support expertise, conducting regular 1:1s, coaching conversations, ticket QA (quality) reviews, and providing continuous, actionable feedback
Drive regional performance, ensuring the team consistently meets or exceeds key targets including CSAT, QA scores, SLA adherence, AHT, and a healthy ticket backlog
Oversee Tier 1 outsourced delivery for AMER time zones, ensuring quality, alignment, and smooth escalation paths
Handle escalations with confidence, supporting your team on the toughest cases and serving as a point of escalation for complex or sensitive customer situations
Partner with Customer Success, Sales, and Professional Services on a small number of strategic accounts, providing support visibility in QBRs, proactive ticket coordination when issues escalate, and an internal voice for the customer when it matters most
Partner with our newly launched Tier 4 technical escalations and incident response team to define clear escalation paths, handoff protocols, and joint ownership for complex customer situations
Collaborate cross-functionally with Support Excellence, Product, and Engineering to align on customer needs and drive continuous improvement
Contribute to the global leadership team, bringing an AMER lens to department-wide initiatives, strategy, and decisions
Lead or participate in projects that improve support delivery, team processes, or the broader customer experience
Use data and insights to identify trends, surface issues proactively, and inform team and strategic decisions
Foster a team culture that is engaged, collaborative, psychologically safe, and motivated to grow

Requirements

Core Skills:
- 5+ years in customer-facing roles in tech, ideally in SaaS
- 2+ years of people management experience, leading teams of individual contributors (5-15 people)
- Strong analytical mindset - comfortable using data to track performance, spot trends, and drive decisions
- Excellent coaching and feedback skills - you know how to develop people at different stages of their growth
- A servant leadership style - you lead by example and are invested in your team's success as much as your own
- Effective cross-functional collaborator - you build relationships, communicate clearly, and can represent your team's perspective in broader discussions
- Ability to manage multiple priorities in a fast-paced environment, track project progress, and anticipate blockers
Secondary Skills:
- Experience managing or working alongside outsourced or BPO support teams is a plus
- High proficiency in Brazilian Portuguese or Spanish (C1/C2) is a plus

We Offer

We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.

About the Company

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

Check out more about life at Miro:

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission - Empower teams to create the next big thing - is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.

Prepare Yourself to Go Beyond

Here are some helpful tips to ensure you have all the correct information throughout our hiring process.

How We Hire

Recruiter Screen: A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.
Hiring Manager: The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.
Skill Assessment: An interactive presentation to see your skills in action, based around a particular case study or business problem.
Meet the Team: Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.
Leadership Round: Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro.

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Manager, Customer Support AMER

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