Manager II, Customer Support

As a Manager II, Customer Support, you’ll lead US- and EMEA-based Support Specialists serving priority advertisers and users across key regions and customer segments. You’ll own team goals and operational metrics, drive high-impact support programs, and help your team deepen their customer and technical capabilities. You’ll work closely enough with the day-to-day to guide complex escalations, champion process improvements, and elevate support delivery as Pinterest continues to grow and evolve.

What you’ll do:

• Lead, coach and develop a diverse team of US- and EMEA-based Support Specialists, setting clear objectives and holding the team accountable for results.
• Manage team performance, deliver real-time feedback, and create stretch opportunities that help people grow their careers in an inclusive, psychologically safe environment.
• Oversee complex support operations, including escalations, workflow optimization, documentation and quality standards.
• Forecast support workload and plan team capacity to ensure exceptional service through periods of growth, launches and shifting business needs.
• Direct key programs and projects—defining scope, setting milestones and ensuring timely, high-quality delivery and adoption of new solutions.
• Support priority advertisers and users, resolving complex issues, removing operational blockers and driving outstanding client experiences.
• Partner with Product, Engineering, Sales and GTM teams to drive improvement, launch new features and deliver cross-functional outcomes.
• Regularly analyze metrics and operational workflows to identify gaps and drive ongoing improvement.
• Use AI to accelerate automation, workflow improvement, self-service and insights, while verifying accuracy and quality at every step.
• Clearly and concisely communicate team progress, insights, risks and recommendations to stakeholders at all levels, preparing summaries or presentations as needed and representing your team’s position and priorities.

What we’re looking for:

• Minimum 5 years of experience in customer support, customer experience or a similar function, including 3+ years of people-management experience in a support or customer-facing environment.
• Experience leading teams through change, growth and evolving business needs, with the adaptability to take on new or adjacent customer-operations responsibilities as the organization evolves.
• Experience managing geographically distributed teams and partnering effectively across time zones and cultures.
• Expertise in support metrics and operational data—comfortable pulling, analyzing and presenting your own dashboards and reports.
• Experience designing and documenting processes, running projects and driving continuous improvement.
• Demonstrated experience using AI or automation to improve operational efficiency and self-service while maintaining high quality standards; enthusiasm for responsible experimentation and helping a team adopt new ways of working.
• Strong, adaptable communicator who can partner with cross-functional teams and present to a range of audiences.
• High integrity and ownership: you protect sensitive data, use sound judgment, validate AI-enabled outputs and remain accountable for the quality of decisions and customer outcomes.
• Excellent written and verbal communication and client-facing/executive presence.
• Based in New York with interest and ability to occasionally represent the team’s position and priorities to leadership in-office.

In-Office Requirement Statement:

• We recognize that the ideal environment for work is situational and may differ across departments. What this looks like day-to-day can vary based on the needs of each organization or role.
• This role does not have set in-office expectations but will need access to an office for in-person collaboration as needed for business needs and therefore needs to be within a commutable distance of the Pinterest office in New York, NY.

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