Manager, Global Support

Responsibilities

• Lead technical Tier 1 and Tier 2 Support teams, driving strategic direction and ensuring exceptional service delivery.
• Oversee team performance against key service metrics and manage operational schedules.
• Motivate, coach, and develop team members through regular 1:1 meetings and performance evaluations.
• Partner with Product Management and SRE teams to onboard new capabilities and products into the support workflow.
• Manage and resolve escalated client and partner situations to maintain high customer satisfaction.
• Support improvement initiatives focused on process standardization and global best practices.
• Collaborate with cross-functional departments to align support services with broader business objectives.

Requirements

• 6+ years of experience in customer support, supervisory roles, or equivalent leadership experience.
• Bachelor's degree in Computer Science or an equivalent technical field.
• Proficiency in English (additional languages are a plus for regional support).
• Technical knowledge of HTML, XML, Web Services, APIs, and relational data.
• Ability to work on-call as needed to support global operations.

Preferred Qualifications

• Proven success in building, growing, and mentoring effective technical teams.
• Strong analytical and problem-solving skills with a focus on root cause analysis.
• Excellent interpersonal skills with the ability to manage complex customer relationships.
• Experience working in a global, cross-functional environment.

About the Company

Zeta Global is a data-powered marketing technology company that combines a massive proprietary data set with Artificial Intelligence to unlock consumer intent and personalize experiences. Our Zeta Marketing Platform powers end-to-end marketing programs for some of the world's leading brands across all digital channels.