Customer Support Manager

Location: Los Angeles, Canada

Department: Spectacles

Employment Type: Full time

About Snap Inc

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

About the Role

Snap Inc is a camera company that believes AR innovation enhances how people live, connect, and create in the real world. Our Spectacles team is pioneering fifth-generation AR glasses powered by Snap OS, blending see-through augmented reality with Snapchat's creative ecosystem to make playing, learning, and working more immersive. We're seeking a Customer Support Manager to lead our Spectacles support efforts, ensuring users worldwide have seamless experiences with our boundary-pushing AR hardware. Join our creative culture where bold ideas turn into products that redefine communication through camera technology and AR magic. In this role, you'll champion world-class support for Spectacles customers, mentoring a team of specialists across omni-channel platforms while driving efficiencies in a fast-paced, innovative environment. You'll handle escalations with cross-functional partners like Legal and IT, optimize logistics for global deliveries, and program manage enhancements that elevate the customer journey. By analyzing performance data and feedback, you'll refine processes to support Snap's mission of empowering authentic expression through AR. What sets this role apart is your chance to shape the future of AR support at Snap, collaborating on initiatives that integrate Spectacles with Snapchat's visual messaging and Lens Studio's AR platform. With a 'Default Together' approach (4+ days in-office), you'll thrive in our dynamic, diverse culture that values creativity, inclusivity, and real-world impact. If you're passionate about technology that brings people closer, apply to help Spectacles users capture and share moments like never before.

What You'll Do

• Deliver world-class customer support for Spectacles customers, enhancing their AR experiences with Snap OS-powered glasses
• Mentor and support Spectacles Support Specialists in delivering omni-channel support for innovative AR hardware
• Review customer escalations and collaborate with Legal and other teams to resolve issues swiftly
• Evaluate team performance, provide feedback, and deliver training to elevate support quality
• Liaise with regional logistics partners to optimize deliveries and reverse logistics for Spectacles
• Assess processes, identify inefficiencies, and streamline workflows for the support team
• Drive cross-functional improvements with IT, Legal, and Marketing to innovate customer support
• Serve as a consultative partner on Spectacles customer journeys and new AR initiative impacts
• Program manage the delivery of new customer support enhancements and tools
• Analyze customer feedback to improve AR glasses usability and real-world applications

Minimum Qualifications

• Bachelor’s degree or equivalent work experience
• 3+ years of relevant work experience in customer support or contact centers
• 1+ year of management experience leading teams
• Experience with Zendesk and Jira (or similar ticket managing tools)
• Advanced Excel skills and proficiency with data analysis
• Experience working with remote teams and 3rd party providers
• Proven ability to manage multiple workflows and meet deadlines

Preferred Qualifications

• Language capabilities in Arabic or French
• Experience in AR, camera technology, or consumer hardware support
• Program management experience delivering customer support enhancements
• Occasional travel willingness
• Background in logistics or reverse logistics partnerships

Knowledge, Skills & Abilities

• Understanding of exceptional customer experiences in AR and camera tech
• Passion for customer support and new technologies like standalone AR glasses
• Call center or contact center management expertise
• Self-directed efficiency in balancing multiple workflows
• Excellent written and verbal communication skills
• Experience with remote teams and 3rd party vendors
• 360-degree communication and collaboration abilities
• Ability to analyze, organize, and prioritize under deadlines
• Process flow documentation and customer support copywriting
• Advanced data analysis with Excel
• Program management and delivery proficiency
• Cross-functional partnership skills
• Knowledge of Zendesk, Jira, or similar tools
• Logistics coordination experience
• Feedback and training delivery expertise

Our Benefits

• Paid parental leave
• Comprehensive medical coverage
• Emotional and mental health support programs
• Compensation packages with equity in the form of RSUs
• Competitive base salary based on pay zones (Zone A: $142,000-$214,000; Zone B: $135,000-$203,000; Zone C: $121,000-$182,000)
• "Default Together" policy with 4+ days in-office for dynamic collaboration
• Opportunities to share in Snap’s long-term success
• Support for disabilities or special needs with accommodations

Compensation

$142,000-$214,000 annually

This position is eligible for equity in the form of RSUs.

"Default Together" Policy: At Snap Inc, we practice a "default together" approach and expect team members to work in an office 4+ days per week.

Snap is proud to be an equal opportunity employer.