Manager, Customer Support

Overview

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, stic's platform brings together the precision of search and the intelligence of AI to help organizations deliver on the promise of AI.

What is

The Role:

We are looking for talented people who are passionate about technology and skilled in their craft. We build highly sophisticated distributed systems and value independence and ownership. We are dedicated to creating innovative products that deliver meaningful results for customers.

Elastic's Support team operates as a distributed, global unit across 12 time zones and 15 countries, fostering a collaborative culture. Our work emphasizes care, empathy, and the human touch, while maintaining ambition, directness, and a focus on the individual. We seek team members who are willing to ask questions, learn, and grow as part of a resilient team.

The Manager, Customer Support will lead a globally distributed team of Customer Support professionals (CSRs) who handle non-technical customer needs, including monthly SaaS billing, account access, Marketplace integrations, and various other requests. The leader will drive strategic initiatives, provide detailed reports on team progress, and enable CSRs to deliver world-class support, with emphasis on learning, growth, and continuous improvement. This role requires a US citizen on US soil due to our growing US Federal offerings.

• Lead a team of non-technical customer support representatives responsible for resolving customer questions and issues related to billing, account access, Marketplace integrations, and related topics.
• Ensure customer issues are resolved within our service level agreements.
• Collaborate cross-functionally with finance, development, account management, and other partners in routine and escalated situations.
• Maintain strong relationships with customers for the delivery of support.
• Drive critical metrics to ensure world-class service delivery and continually raise the standard.
• Promote continuous improvement of support processes and customer satisfaction through innovation and a customer self-service mindset.

• 2+ years of proven leadership experience in a technical environment
• Knowledge in SaaS and Cloud
• Exposure to billing or administrative systems and/or responsibilities
• Strong verbal and written communication skills
• Experience working with small and geographically dispersed remote teams
• A customer-first focus

• Experience with SaaS and/or distributed systems
• High-level technical understanding of software products
• Collaborative teammate with a positive and adaptable approach
• Curiosity and prior research into our products and company

As a distributed company, diversity drives Elastic’s identity. Elastic supports balancing great work with great life and advocates equal opportunity employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender identity or perception, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by law. We strive to provide parity of benefits across regions.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Flexible locations and schedules for many roles
• Generous vacation days
• Company matching for donations and service up to $2000 or local currency equivalent
• Up to 40 hours per year for volunteer projects
• Parental leave with a minimum of 16 weeks

We welcome individuals with disabilities and provide accommodations during the application process upon request at candid Acknowledgement of rights under Federal Employment Laws is provided in our notices and posters. See our Privacy Statement for more details.