Manager, Customer Support Operations at Webflow

Ciudad Juárez, chihuahua, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jan, 26

Salary

154000.0

Posted On

18 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Support Operations, Technical Program Management, Support Tooling, Workflow Automation, Data Analysis, Web Technologies, Communication, Systems Thinking, Project Management, AI Implementation, Self-Service Strategies, Support Capacity Planning, Continuous Improvement, Customer Satisfaction, Team Leadership

Industry

Software Development

Description

At Webflow, our mission is to bring development superpowers to everyone. As the pioneer of the Website Experience Platform (WXP), we’re redefining how teams Build, Manage, and Optimize for the web — combining visual development, powerful content management systems, AI-driven personalization, seamless hosting, and end-to-end analytics in a single, unified platform. With AI at the core, Webflow helps teams move faster, create more performant digital experiences, and scale without heavy engineering support. From independent designers and creative agencies to global enterprises, hundreds of thousands of organizations use Webflow to turn ideas into reality — and to power what’s possible on the web. We’re looking for a Manager, Customer Support Operations to help empower our Customer Support team to do their best work and make Webflow the best product possible. In this role, you’ll lead the systems, tooling, and strategies that power how we support our global customer base — from designing automations that streamline workflows, to building scalable self-service experiences that reduce customer effort and ticket volume. You’ll have the opportunity to shape how AI and automation are implemented across our support channels, improve internal tools used by hundreds of agents, and influence operational strategy that impacts millions of Webflow users. If you're excited about solving real problems at scale, collaborating across functions, and leading a team at the intersection of technology and customer experience — this is the role for you. About the role: Location: Remote-first (United States; BC & ON, Canada; Australia; New Zealand) Full-time Permanent Exempt The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills. United States (all figures cited below are in USD and pertain to workers in the United States) Zone A: $113,500 - $154,000 Zone B: $107,000 - $144,500 Zone C: $100,500 - $135,500 Canada (figures cited below are in CAD and pertain to workers in ON & BC, Canada) 129,500 - 174,500 Australia (figures cited below are in AUD and pertain to workers in Australia) 126,500 - 149,500 New Zealand (figures cited below are in NZD and pertain to workers in New Zealand) 122,000 - 143,500 This role is also eligible to participate in Webflow's company-wide bonus program. Target amounts are a percentage of base salary and vary by career level. Payouts are based on company performance against established financial and operational goals. Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter. Reporting to the Director, Global Customer Support As a Manager, Customer Support Operations, you’ll … Lead and Coach a High-Impact Team Manage and develop a team of Operations Engineers, Systems Managers, and Program Managers who build tools, automate workflows, design systems, and execute strategic initiatives to support the broader Customer Support org. Provide regular coaching, feedback, and mentorship that aligns with both individual growth goals and business priorities. Promote a culture of experimentation, continuous improvement, and accountability. Collaborate with senior leaders in Global Customer Support to align on strategic priorities and delivery expectations. Improve the Agent and Customer Experience Own delivery of key SupportOps responsibilities — including internal tooling, documentation, workflow improvements, and data pipelines — that drive performance for our customer-facing teams. Partner with frontline teams to surface pain points and proactively deliver solutions that increase agent efficiency and improve time to resolution. Drive initiatives focused on Tier 0 support and ticket deflection through automation, proactive messaging, and improved self-service content. Establish feedback loops to ensure continuous iteration on tools and processes based on agent usage, customer satisfaction, and business needs. Operational Excellence and Strategic Execution Scope and manage complex cross-functional projects with Product, Engineering, and Enablement teams to improve the end-to-end support experience. Maintain strong operational rigor across the team — including OKRs, project tracking, and stakeholder communication — to ensure visibility and impact. Contribute to support capacity planning and prioritization by producing and interpreting reporting on agent workflows, ticket volume drivers, and automation effectiveness. Help evolve our support model to scale with Webflow’s growing customer base and increasingly complex product offerings. In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role. About you: Requirements: BA/BS degree or equivalent experience You’ll thrive as a Manager, Customer Support Operations if you: Have 2–4 years of experience in a people management role, ideally within Support Operations, Customer Support, or Technical Program Management at a SaaS company. Have prior hands-on experience in support tooling (Zendesk, Explore), workflow automation (e.g. Make, Zapier), data analysis (e.g. Looker, Tableau), or web technologies (e.g. HTML/CSS/JS). Understand the role that high-quality internal tooling and self-service play in reducing ticket volume and improving customer satisfaction. Are an excellent communicator who can translate between technical and non-technical audiences and build trust with stakeholders across Product, Engineering, and Customer Experience. Are a systems thinker who can break down complex operational problems into scalable, repeatable solutions. Have a strong bias for action, high attention to detail, and the ability to manage multiple concurrent priorities with grace and clarity. Embody servant leadership — you empower your team, remove blockers, and lead with empathy and curiosity. Stay curious and open to growth — actively building fluency in emerging technologies like AI to unlock creativity, accelerate progress, and amplify impact. Bonus Points Experience managing projects or programs related to AI implementation in support workflows. Familiarity with front-end development, APIs, or developer tooling. Prior experience designing support deflection or self-service strategies. Deep understanding of support capacity planning or forecasting. Our Core Behaviors: Build lasting customer trust. We build trust by taking action that puts customer trust first. Win together. We play to win, and we win as one team. Success at Webflow isn't a solo act. Reinvent ourselves. We don't just improve what exists, we imagine what's possible. Deliver with speed, quality, and craft. We move fast because the moment demands it, and we do so without lowering the bar. Benefits & wellness Equity ownership (RSUs) in a growing, privately-owned company 100% employer-paid healthcare, vision, and dental insurance coverage for full-time employees (working 30+ hours per week) and their dependents. Full-time employees may also be eligible for voluntary insurance options where applicable in the respective country of employment 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability leave for birthing parents to be used before child bonding leave (note: where local requirements are more generous, employees receive the greater benefit); full-time employees also have access to family planning care and reimbursement Flexible PTO for all locations and sabbatical program Access to mental wellness and professional coaching, therapy, and Employee Assistance Program Monthly stipends to support work and wellness 401k plan or pension schemes (in countries where statutorily required), and other financial wellness benefits, like CPA and financial advisor coverage Temporary employees may be eligible for paid holiday and time off, statutory leaves of absence, and company-sponsored medical benefits depending on their Fixed Term Contract and their country/state of employment. Remote, together At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records. Stay connected Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor. Please note: We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered. To join Webflow, you'll need a valid right to work authorization depending on the country of employment. If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes. For information about how Webflow processes your personal information, please review Webflow’s Applicant Privacy Notice.

Responsibilities

Lead and develop a team focused on building tools and automating workflows to enhance customer support. Drive initiatives to improve agent efficiency and customer satisfaction through strategic operational execution.