Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Manager, Customer Support role.

Rezi rewrites your resume against Braze's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Manager, Customer Support posting at Braze — free, in seconds.

About the Role

As a Manager in our Global Customer Support team, you will lead a team of support agents focused on building strong post-sale technical relationships with customers. Your role involves ensuring team KPIs are met, conducting one-on-ones, providing feedback, and developing career paths. You will evaluate performance, set and review OKRs, and address underperformance. Additionally, you will manage hiring and onboarding processes.

Responsibilities

Ensure team meets KPIs
Conduct regular one-on-one meetings
Provide feedback and map out career development plans
Evaluate team performance
Set and review OKRs
Address underperformance with constructive feedback and documentation
Manage hiring and onboarding
Create growth opportunities through mentoring and teaching
Elevate team performance by instilling a growth mindset
Share expert knowledge for professional development
Deliver high-impact outputs with attention to detail, accuracy, and thoroughness
Advocate for and maintain team standards
Understand team challenges and identify effective strategies
Indirectly manage team members in project leadership
Extend feedback across diverse areas of expertise
Serve as an escalation point for complex customer issues
Ensure exceptional customer satisfaction

Requirements

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 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 across diverse regions and time zones
Skilled in managing critical customer-facing escalations and maintaining clear communication with internal and external stakeholders until resolution
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

Skills

HTML
CSS
JavaScript
APIs
SQL
Postman
Snowflake
Kibana

Location

New York
Austin
Berlin
Bucharest
Chicago
Dubai
Jakarta
London
Paris
San Francisco
São Paulo
Singapore
Seoul
Sydney
Tokyo

Work Type

Hybrid

Experience Level

Manager

Salary/Compensations

Competitive compensation that may include equity

Benefits

Comprehensive benefits
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Medical, dental, vision, life, and disability insurance
Fertility benefits
Equal paid parental leave
Professional development
Formal career pathing
Learning platforms
Yearly learning stipend
Curated in-office employee experience
Opportunities to give back to your community
Annual company-wide Volunteer Week
Donation matching
Employee Resource Groups

About the Company

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.

Equal Opportunity

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
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.
If you hesitate to apply for a role unless you meet 100% of the criteria, we encourage you to apply, as we’d love to meet you.