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About the Role

As a Manager II, Customer Support, you will lead US- and EMEA-based Support Specialists serving priority advertisers and users across key regions and customer segments. You will own team goals and operational metrics, drive high-impact support programs, and help your team deepen their customer and technical capabilities. You will work closely enough with the day-to-day to guide complex escalations, champion process improvements, and elevate support delivery as Pinterest continues to grow and evolve.

Responsibilities

Lead, coach and develop a diverse team of US- and EMEA-based Support Specialists, setting clear objectives and holding the team accountable for results.
Manage team performance, deliver real-time feedback, and create stretch opportunities that help people grow their careers in an inclusive, psychologically safe environment.
Oversee complex support operations, including escalations, workflow optimization, documentation and quality standards.
Forecast support workload and plan team capacity to ensure exceptional service through periods of growth, launches and shifting business needs.
Direct key programs and projects—defining scope, setting milestones and ensuring timely, high-quality delivery and adoption of new solutions.
Support priority advertisers and users, resolving complex issues, removing operational blockers and driving outstanding client experiences.
Partner with Product, Engineering, Sales and GTM teams to drive improvement, launch new features and deliver cross-functional outcomes.
Regularly analyze metrics and operational workflows to identify gaps and drive ongoing improvement.
Use AI to accelerate automation, workflow improvement, self-service and insights, while verifying accuracy and quality at every step.
Clearly and concisely communicate team progress, insights, risks and recommendations to stakeholders at all levels, preparing summaries or presentations as needed and representing your team’s position and priorities.

Requirements

Minimum 5 years of experience in customer support, customer experience or a similar function, including 3+ years of people-management experience in a support or customer-facing environment.
Experience leading teams through change, growth and evolving business needs, with the adaptability to take on new or adjacent customer-operations responsibilities as the organization evolves.
Experience managing geographically distributed teams and partnering effectively across time zones and cultures.
Expertise in support metrics and operational data—comfortable pulling, analyzing and presenting your own dashboards and reports.
Experience designing and documenting processes, running projects and driving continuous improvement.
Demonstrated experience using AI or automation to improve operational efficiency and self-service while maintaining high quality standards; enthusiasm for responsible experimentation and helping a team adopt new ways of working.
Strong, adaptable communicator who can partner with cross-functional teams and present to a range of audiences.
High integrity and ownership: you protect sensitive data, use sound judgment, validate AI-enabled outputs and remain accountable for the quality of decisions and customer outcomes.
Excellent written and verbal communication and client-facing/executive presence.
Based in New York with interest and ability to occasionally represent the team’s position and priorities to leadership in-office.

Skills

AI
Automation
Customer Support
Customer Experience
People Management
Data Analysis
Process Design
Project Management
Communication
Client Facing Skills
Executive Presence

Location

New York, NY

Work Type

Hybrid

Experience Level

5+ years in customer support/experience
3+ years people management

Salary/Compensations

$140,553—$247,718 USD

Benefits

Eligible for equity

About the Company

Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime.
At Pinterest, we’re on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product.
Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other’s unique experiences and embrace the flexibility to do your best work.
At Pinterest, AI isn't just a feature, it's a powerful partner that augments our creativity and amplifies our impact, and we’re looking for candidates who are excited to be a part of that.
Through our interview process, what matters most is that you can always explain your approach, showing us not just what you know, but how you think.
Information regarding the culture at Pinterest and benefits available for this position can be found here.

Equal Opportunity

Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit.
We want to have the best qualified people in every job.
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member) or any other consideration made unlawful by applicable federal, state or local laws.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
If you require a medical or religious accommodation during the job application process, please complete this form for support.