Support Manager

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide and over 500,000 business users, Replit is democratizing software development by removing traditional barriers to application creation.

As a Support Manager at Replit, you’ll lead the teams responsible for helping users with account, billing, and social media support — two of the most visible and impactful touch points for our customers. Your teams will handle everything from subscription and payment issues to real-time user interactions on Reddit, X, Discord, and other platforms where developers turn for help.

You’ll blend operational discipline with sharp communication instincts — ensuring users receive fast, accurate, and empathetic support whether they reach out through a ticket or a public post. You’ll also partner closely with Product, Engineering, Finance, and Comms to improve support tooling, streamline processes, and strengthen Replit’s connection with its global developer community.

In this role you will:

• Lead and develop a global team of Account & Billing Specialists and Social Media Support agents.

• Oversee day-to-day operations across support queues and social channels, ensuring quick, accurate, and on-brand responses.

• Manage escalations for complex or sensitive billing issues, collaborating with Finance, Product, and Legal as needed.

• Monitor and respond to user sentiment on social media, escalating emerging issues or brand risks.

• Partner cross-functionally to improve self-service tools, billing workflows, and user communications.

• Define and track team metrics, including SLA adherence, CSAT, ticket deflection, and social response times.

• Refine playbooks and training materials to ensure consistency, accuracy, and tone alignment across all channels.

• Coach and mentor team members, driving continuous improvement in quality, empathy, and efficiency.

Required Skills & Experience:

• 5+ years of experience in customer or technical support, including 2+ years in a management role.

• Proven experience leading account/billing support teams and leading or working within social media or community support functions.

• Proficiency with Zendesk, Stripe, Slack, and social engagement tools.

• Strong understanding of metrics-driven support operations, including SLA and queue management.

• Excellent written and verbal communication — skilled at balancing empathy, accuracy, and speed.

• Experience collaborating across multiple teams (Finance, Product, Engineering, Comms) in a fast-paced SaaS environment.

Nice to Have:

• Experience supporting developer or technical communities.

• Background in fintech or subscription-based billing systems.

• Familiarity with AI-assisted support workflows (e.g., Fin, ChatGPT, Claude).

• Experience scaling distributed or hybrid support teams.

Tools + Tech Stack for this role:

• Zendesk

• Stripe

• Slack

• Orb

This role may not be a fit if:

• You prefer predetermined static processes

• You need all information laid out

• You struggle with demanding users

• You are uncomfortable speaking up for users

This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.

Full-Time Employee Benefits Include:

💰 Competitive Salary & Equity

💹 401(k) Program

⚕️ Health, Dental, Vision and Life Insurance

🩼 Short Term and Long Term Disability

🚼 Paid Parental, Medical, Caregiver Leave

🚗 Commuter Benefits

📱 Monthly Wellness Stipend

🧑‍💻 Autonoumous Work Environement

🖥 In Office Set-Up Reimbursement

🏝 Flexible Time Off (FTO) + Holidays

🚀 Quarterly Team Gatherings

☕ In Office Amenities

Want to learn more about what we are up to?

• Meet the Replit Agent

• Replit: Make an app for that

• Replit Blog

• Amjad TED Talk

Interviewing + Culture at Replit

• Operating Principles

• Reasons not to work at Replit

To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.