Manager, Customer Support AMER

Miro•Austin, TX

2d•Hybrid

About The Position

The AMER Support team is at the heart of Miro's mission to help customers solve problems quickly. This role will lead the regional team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3) primarily based in Austin, and will oversee the delivery of Tier 1 outsourced support for AMER time zones. The Manager will be a core member of the Global Support Leadership team, reporting to the Global Head of Customer Support. This role requires empathy, a proactive approach to challenges, and a focus on building high-performing, engaged teams. Mironeers work in a hybrid model, with 2 days a week in the Austin hub as a baseline. The ideal candidate will be based in Austin and engaged in hub life, while remaining flexible for the needs of a global team.

Requirements

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)
Experience managing or working alongside outsourced or BPO support teams is a plus
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

Nice To Haves

High proficiency in Brazilian Portuguese or Spanish (C1/C2) is a plus

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