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Braze is seeking a Manager for its Global Customer Support team based in London. In this role, you will lead a local team of support agents focused on building strong post-sale technical relationships with customers.
Key Responsibilities:
- Lead and manage a team of support agents, ensuring they meet KPIs and OKRs
- Conduct regular one-on-one meetings, provide constructive feedback, and develop career development plans for team members
- Evaluate team performance and address underperformance through documented feedback
- Manage key people processes including hiring and onboarding
- Mentor and coach team members to foster a growth mindset and professional development
- Maintain high team standards while identifying strategies to overcome challenges
- Serve as an escalation point for complex customer issues
- Indirectly manage team members on project-based work and provide cross-functional feedback
- Work across global teams in a decentralized organization, collaborating with partners across diverse regions and time zones
- Ensure documentation and process standardization across the global support organization
Braze is a leading customer engagement platform that empowers brands to deliver personalized experiences at scale. The company uses composable intelligence and AI agents to enable smarter customer engagement across channels. Braze is headquartered in New York with offices globally including London, and has been recognized as a Leader in marketing technology, a Great Place to Work, and a Best Workplace in Technology.
Requirements:
- 2-4 years of management experience overseeing a technical support organization, preferably in a SaaS B2B environment
- Proven track record in leadership and talent development, including 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
- Exceptional written and verbal communication skills
- Ability to foster a growth-oriented and supportive team culture
- Experience working within decentralized organizations and facilitating collaboration across regions and time zones
- Skilled in managing critical customer-facing escalations and maintaining clear communication with internal and external stakeholders
- Strong attention to detail for documentation and process standardization
- Ability to synthesize complex concepts and articulate them clearly to varied audiences
- In-depth knowledge of case management processes, issue resolution, escalation management, and knowledge-centered support
- Proficiency with case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems
- Comprehensive understanding of key support KPIs including CSAT, CES, and time to resolution
- Plus: Experience with HTML, CSS, JavaScript, APIs, SQL, Postman, Snowflake, or Kibana
