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Snap Inc. · 3 days ago

Customer Support Manager

Los Angeles, CA

Full-time

Onsite

Mid, Senior Level

$142K/yr - $214K/yr

3+ years exp

Snap Inc. is a technology company that empowers people to express themselves and communicate through its innovative products. The Customer Support Manager will deliver world-class support for Spectacles customers, mentor support specialists, and drive improvements in customer support processes.

Computer Software

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Deliver world-class customer support for Spectacles customers

Mentor and support Spectacles Support Specialists (agents) delivering omni-channel customer support

Review customer escalations and work with Legal/ other functions to resolve

Review team members’ performance, and provide feedback and training to help improve the quality of reviews

Liaise with our in region logistics partners for deliveries/ reverse logistics

Assess processes and identify inefficiencies to improve your team’s workflow

Drive improvements and implement new workflows working cross-functionally with IT/Legal/ Marketing

Serve as a consultative partner on Spectacles customer journeys and the impacts of new initiatives

Program manage delivery of new customer support enhancements

Qualification

Customer support experienceProgram managementZendeskJiraData analysisCall center experienceProcess flow writingPassion for technologyMulti-tasking abilityLanguage capabilitiesCommunicationCollaboration skillsRemote team experience

Required

An understanding of what makes for good customer experiences and a passion for support

Call center/contact center experience

Ability to work efficiently in a self-directed environment and balance multiple workflows

Excellent written and verbal communication skills

Experience working with remote teams and 3rd party resource providers

Effective communication and collaboration skills 360

Ability to analyze, organize and prioritize work while meeting multiple deadlines

Experience writing process flows and customer support copy

Passionate about new technologies and their applications

Proven program management and delivery experience

Bachelor's degree or equivalent work experience

3+ years of relevant work experience, 1+ year management experience leading others

Experience with Zendesk and Jira (or similar ticket managing tools)

Excellent with data, with advanced Excel skills

Preferred

Language capabilities (Arabic/ French) an advantage

Occasional travel required

Benefits

Paid parental leave

Comprehensive medical coverage

Emotional and mental health support programs

Compensation packages that let you share in Snap’s long-term success

Company

Snap Inc.

Glassdoor3.6

Snap is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate.

Founded in 2011

Santa Monica, California, US

5001-10000 employees

https://careers.snap.com/

H1B Sponsorship

Snap Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (394)

2024 (366)

2023 (332)

2022 (356)

2021 (318)

2020 (237)