Senior 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 Senior Support Manager at Replit, you’ll own and scale the teams responsible for account, billing, and social media support — some of the most visible and business-critical touchpoints for our users. This role goes beyond day-to-day management: you’ll set strategy, define operating standards, and build durable systems that scale with Replit’s growth.

Your organization will handle everything from complex subscription and payment issues to real-time, public-facing interactions across Reddit, X, Discord, and other developer platforms. You’ll balance operational rigor with strong judgment and communication instincts, ensuring fast, accurate, and empathetic support across both private and public channels.

You’ll also act as a key cross-functional leader, partnering closely with Product, Engineering, Finance, Legal, and Comms to improve tooling, define escalation paths, strengthen accountability, and ensure Replit shows up consistently and credibly for its global developer community.

In this role you will:

• Lead and scale a global organization responsible for account, billing, and social media support.

• Own end-to-end support operations across private and public channels, ensuring fast, accurate, and on-brand user experiences.

• Define and operationalize clear escalation frameworks across internal teams and external stakeholders, driving speed, clarity, and accountability.

• Act as the senior escalation point for high-impact billing, account, or reputational issues in close partnership with Finance, Product, Legal, and Comms.

• Build and scale accountability metrics and best practices, establishing clear ownership, reporting, and continuous improvement loops.

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

• Monitor user sentiment and emerging issues across social platforms, proactively identifying risks and opportunities.

• Coach and develop managers and senior ICs, strengthening leadership capability, quality, and operational excellence across the org

Required Skills & Experience:

• 6+ years of experience in customer, technical, or operations support, including 3+ years in people management and senior leadership roles.

• Proven experience leading and scaling account and billing support functions, with direct or close partnership with social media or community support teams.

• Strong operational background with metrics-driven support organizations, including SLA design, escalation frameworks, and queue management.

• Experience building cross-functional processes with Finance, Product, Engineering, Legal, and Comms in a fast-paced SaaS environment.

• Excellent written and verbal communication skills, with strong judgment in high-visibility or sensitive situations.

• Hands-on familiarity with modern support tooling and workflows.

Nice to Have:

• Experience supporting developer or technical communities.

• Background in fintech or subscription-based billing systems.

• Familiarity with AI-assisted support workflows, including building and scaling internal support tools and automations on Replit.

• 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.