Manager, Technical Support

The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses.

Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.

We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!

As a Manager, Technical Support on the Customer team, you play a mission-critical leadership role in ensuring our customers receive fast, accurate, and technically excellent support. You will oversee part of the Technical Support organization while sharing leadership responsibility for our Philippines-based team, driving global coverage, operational rigor, and service excellence.

You will serve as a strategic connector between Support, Product, and Engineering, ensuring escalations are handled efficiently, systemic issues are identified early, and customers receive a consistently high-quality experience regardless of region.

In this role, you’ll develop deep expertise across Zip’s rapidly expanding ecosystem:
Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our broader workflow engine, while supporting marquee customers including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.

Your impact will scale with Zip’s growth: every process you improve strengthens the technical foundation of our global Customer organization.

• Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways.

• Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 (or follow-the-sun) support coverage.

• Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals.

• Foster a culture of ownership, urgency, technical excellence, and customer advocacy.

• Act as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution.

• Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering.

• Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution.

• Build and scale global escalation pathways from Customer → Product → Engineering.

• Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks.

• Identify systemic friction points and implement process improvements that enhance predictability and SLA performance.

• Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed.

• Serve as the voice of the customer, surfacing trends and influencing product roadmap decisions.

• Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches.

• Step in directly with customers when urgent or highly technical situations require leadership engagement.

• Utilize observability tools, logs, and analytics platforms (e.g., Data Dog) to identify patterns and operational risks.

• Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates.

• Champion…