Workplace
On-site
Employment
Full-Time
Published
Aug 19, 2026
Closes
No date supplied
The role
About the Team Miro's Customer Support team is on a mission to help our customers quickly solve their problems so they can get back to creating the next big thing. We provide enterprise-grade support with empathy and passion, and we strive to exceed user expectations by always thinking one step ahead. The AMER Support team is at the heart of that mission. Based primarily out of Austin, Miro's largest US hub, we cover the full Americas region across time zones, working in close partnership with our outsourced Tier 1 team and our global support hubs in EMEA and JPAC. Together, we play as a team to win the world. Mironeers work in a hybrid model, with 2 days a week in our vibrant Austin hub as our baseline. We'd love the person in this role to be based in Austin and engaged in hub life, while staying flexible for the needs of a global team. About the Role As Manager, Customer Support AMER, you'll lead the regional team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3) based primarily in Austin, and you'll oversee delivery of our Tier 1 outsourced support for AMER time zones. You'll be a core member of the Global Support Leadership team, reporting to the Global Head of Customer Support and working closely with peer managers across EMEA and JPAC, as well as our Support Excellence team (Programs, Enablement, and Operations). This is a role for someone who leads with empathy, runs toward hard problems, and takes pride in building high-performing, engaged teams. What you’ll do - Lead and develop a mixed team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3), spanning customer-facing and technical support expertise, conducting regular 1:1s, coaching conversations, ticket QA (quality) reviews, and providing continuous, actionable feedback - Drive regional performance, ensuring the team consistently meets or exceeds key targets including CSAT, QA scores, SLA adherence, AHT, and a healthy ticket backlog - O
Requirements
Department: Customer Experience; Team: Customer Support