Manager, Customer Support

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you. **WHAT YOU’LL DO** As a Manager in our Global Customer Support team, you will play a crucial role in leading a local team of support agents committed to fostering strong post-sale technical relationships with our customers. Your core responsibilities will include ensuring your team meets their KPIs, conducting regular one-on-one meetings, providing feedback, and mapping out career development plans. You will be responsible for evaluating your team's performance and actively involved in setting and reviewing their OKRs. Moreover, you will address underperformance through constructive feedback and proper documentation. Additionally, you will actively manage other key people processes, including hiring and onboarding. As a leader, you will focus on creating opportunities for growth for your team by mentoring, teaching, and providing valuable feedback. Your aim will be to elevate team performance by instilling a growth mindset and sharing your expert knowledge to support their professional development. Your role requires delivering high-impact outputs that demand meticulous attention to detail, accuracy, and thoroughness. You will advocate for and maintain team standards while understanding team challenges and identifying effective strategies to overcome them. In project leadership, you may indirectly manage team members and extend feedback across diverse areas of expertise. Additionally, you will serve as an escalation point for complex customer issues, ensuring exceptional customer satisfaction. **WHAT YOU HAVE** - 2-4 years of management experience in overseeing a technical support organization, preferably within a SaaS B2B environment. - Proven track record in leadership and talent development, including the recruitment, motivation, and mentoring of high-performing teams. - Demonstrated ability to coach and cultivate a culture of continuous learning and adaptation. - Expertise in addressing complex and time-sensitive technical support challenges effectively. - Exceptional written and verbal communication skills. - Capability to foster a growth-oriented and supportive team culture that encourages development and collaboration. - Experience in working within decentralized organizations, facilitating collaboration with partners and team members across diverse regions and time zones. - Skilled in managing critical customer-facing escalations and maintaining clear communication with internal and external stakeholders until resolution is achieved. - Strong attention to detail for documentation and process standardization across global teams. - Ability to synthesize complex concepts and articulate them clearly to varied audiences. - In-depth knowledge of case management processes, including issue resolution, escalation management, and knowledge-centered support. - Proficiency with case management tools, such as Salesforce, Zendesk, or other similar CRM ticketing systems. - Comprehensive understanding of key support KPIs, including Customer Satisfaction (CSAT), Customer Effort Score (CES), and time to resolution. - Experience with the following technologies will be considered a plus: HTML, CSS, JavaScript, APIs, and/or SQL. - Experience with the following tools will be considered a plus: Postman, Snowflake, and/or Kibana. **WHAT WE OFFER** *Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country* [*here*](https://www.braze.com/company/careers/how-we-hire#benefit-section)*. More details on benefits plans will be provided if you receive an offer of employment.* From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as: - Competitive compensation that may include equity - Retirement and Employee Stock Purchase Plans - Flexible paid time off - Comprehensive benefit plans covering medical, dental, vision, life, and disability - Family services that include fertility benefits and equal paid parental leave - Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend - A curated in-office employee experience, designed to foster community, team connections, and innovation - Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching - Employee Resource Groups that provide supportive communities within Braze - Collaborative, transparent, and fun culture recognized as a Great Place to Work® **ABOUT BRAZE**Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences. The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025. Braze was also named a 2025 Best Companies To Work For by U.S. News & World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo. **BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER** At Braze, we strive to create equitable growth and opportunities inside and outside the organization. Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you *you*. We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you **OUR AI-POWERED BRAZE RECRUITMENT PROCESS** At Braze, we’re committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process. This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process. Depending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI: - To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. - To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a manual review of any decision made or to contest a decision, please contact us at [talentdata.privacy@braze.com](mailto:talentdata.privacy@braze.com). Please contact us at [talentdata.privacy@braze.com](mailto:talentdata.privacy@braze.com) with any find out more about our hiring process, check out [this page](https://www.braze.com/company/careers/how-we-hire). **Notice Regarding Automated Employment Decision Tool (NYC Local Law 144)** Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review. To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. Please submit any other request to our Talent Acquisition team at [talentdata.privacy@braze.com](mailto:talentdata.privacy@braze.com) promptly after applying. Summaries of the most recent bias audit results for such tools are available [here](https://www.braze.com/company/legal/bias-audit-candidates)*.* *Please see our* [*Candidate Privacy Policy*](https://www.braze.com/company/legal/privacy-policy-job-candidates) *for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.*