The opportunity
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.
What you'll do
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
What they're looking for
- 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
