Manager of Customer Support

Join Pinterest as a Manager II, Customer Support. In this role, you will lead a diverse team of US- and EMEA-based Support Specialists, manage team performance, oversee complex support operations, and drive key programs and projects. You will also support priority advertisers and users, partner with cross-functional teams, and analyze metrics for ongoing improvement. This position is based in New York and requires a minimum of 5 years of experience in customer support or a similar function, including 3+ years of people-management experience.

• Lead and develop a diverse team of Support Specialists, setting clear objectives and holding the team accountable for results.
• Oversee complex support operations, including escalations, workflow optimization, documentation and quality standards.
• Direct key programs and projects—defining scope, setting milestones and ensuring timely, high-quality delivery and adoption of new solutions.

• Based in New York with interest and ability to occasionally represent the team’s position and priorities to leadership in-office
• Experience managing geographically distributed teams and partnering effectively across time zones and cultures
• Strong, adaptable communicator who can partner with cross-functional teams and present to a range of audiences
• Expertise in support metrics and operational data—comfortable pulling, analyzing and presenting your own dashboards and reports
• 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
• 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
• 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
• Experience designing and documenting processes, running projects and driving continuous improvement
• 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
• Excellent written and verbal communication and client-facing/executive presence

USD 140,553 - 247,718