<div class="content-intro"><p>At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.</p> <p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p></div><p data-path-to-node="4"><strong data-path-to-node="4" data-index-in-node="0">WHAT YOU’LL DO</strong></p> <p data-path-to-node="5">As a Manager in our Global Customer Support team, you will play a crucial role in leading a local team of support specialists committed to fostering strong post-sale technical relationships with our customers. You will ensure your team consistently hits their KPIs, conduct regular 1:1s, deliver actionable feedback, map career development paths, and set and review team OKRs. You will proactively address performance, champion talent growth, and lead hiring and onboarding for the local team.</p> <p data-path-to-node="6">In this role, you will:</p> <ul data-path-to-node="7"> <li> <p data-path-to-node="7,0,0"><strong data-path-to-node="7,0,0" data-index-in-node="0">People Leadership & Development:</strong> Lead, mentor, and coach a high-performing support team, instilling a growth mindset and driving continuous technical and professional development.</p> </li> <li> <p data-path-to-node="7,1,0"><strong data-path-to-node="7,1,0" data-index-in-node="0">Operational & KPI Excellence:</strong> Monitor team performance and operational rigor, ensuring key support metrics (CSAT, CES, first response, and resolution times) meet and exceed target benchmarks.</p> </li> <li> <p data-path-to-node="7,2,0"><strong data-path-to-node="7,2,0" data-index-in-node="0">Escalation Management:</strong> Act as a critical escalation point for complex technical customer issues, driving root-cause resolution while keeping internal and external stakeholders aligned.</p> </li> <li> <p data-path-to-node="7,3,0"><strong data-path-to-node="7,3,0" data-index-in-node="0">Cross-Functional Collaboration:</strong> Partner with global support leaders, Customer Success, Product, and Engineering across multiple regions and time zones to streamline processes and advocate for team standards.</p> </li> <li> <p data-path-to-node="7,4,0"><strong data-path-to-node="7,4,0" data-index-in-node="0">Process & Knowledge Sharing:</strong> Drive documentation accuracy, process standardization, and knowledge-centered support (KCS) practices across the regional and global support teams.</p> </li> </ul> <p data-path-to-node="8"><strong data-path-to-node="8" data-index-in-node="0">WHO YOU ARE</strong></p> <ul data-path-to-node="9"> <li> <p data-path-to-node="9,0,0"><strong data-path-to-node="9,0,0" data-index-in-node="0">Leadership Background:</strong> Demonstrated experience managing and mentoring technical support teams, preferably within a high-growth B2B SaaS environment.</p> </li> <li> <p data-path-to-node="9,1,0"><strong data-path-to-node="9,1,0" data-index-in-node="0">People & Culture Champion:</strong> Proven track record in talent recruitment, onboarding, performance management, and cultivating a collaborative, growth-oriented team culture.</p> </li> <li> <p data-path-to-node="9,2,0"><strong data-path-to-node="9,2,0" data-index-in-node="0">Escalation & Case Management:</strong> Deep expertise in handling critical, time-sensitive technical escalations, with in-depth knowledge of case management and knowledge-centered support processes.</p> </li> <li> <p data-path-to-node="9,3,0"><strong data-path-to-node="9,3,0" data-index-in-node="0">Metrics & Process Driven:</strong> Solid understanding of core support KPIs (CSAT, CES, time to resolution) and experience standardizing support workflows.</p> </li> <li> <p data-path-to-node="9,4,0"><strong data-path-to-node="9,4,0" data-index-in-node="0">Tools & Systems:</strong> Proficiency with ticketing and CRM platforms (e.g., Salesforce, Zendesk).</p> </li> <li> <p data-path-to-node="9,5,0"><strong data-path-to-node="9,5,0" data-index-in-node="0">Communication Skills:</strong> Exceptional verbal and written communication skills in English, with the ability to explain complex technical concepts clearly to both technical and executive audiences.</p> </li> <li> <p data-path-to-node="9,6,0"><strong data-path-to-node="9,6,0" data-index-in-node="0">Technical Familiarity (Plus):</strong> Exposure to HTML, CSS, JavaScript, APIs, SQL, or tools like Postman, Snowflake, and Kibana is a plus.</p> </li> <li> <p data-path-to-node="9,7,0"><strong data-path-to-nod