Manager II, Customer Support

Pinterest is a visual discovery engine where millions of people find creative ideas and plan for future memories. The company's mission is to bring everyone the inspiration to create a life they love.

As a Manager II, Customer Support, you will lead US- and EMEA-based Support Specialists serving priority advertisers and users. You will own team goals and operational metrics, drive high-impact support programs, and help your team deepen their customer and technical capabilities. You will work closely with day-to-day operations to guide complex escalations, champion process improvements, and elevate support delivery.

• Lead, coach, and develop a diverse team of Support Specialists, setting clear objectives and holding the team accountable.
• Manage team performance, deliver real-time feedback, and create stretch opportunities 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 growth and shifting business needs.
• Direct key programs and projects, defining scope, setting milestones, and ensuring timely, high-quality delivery.
• Support priority advertisers and users, resolving complex issues and removing operational blockers.
• Partner with Product, Engineering, Sales, and GTM teams to drive improvement and launch new features.
• 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.
• Communicate team progress, insights, risks, and recommendations to stakeholders at all levels.

• Minimum 5 years of experience in customer support, customer experience, or a similar function, including 3+ years of people-management experience.
• Experience leading teams through change and growth, with adaptability to take on new responsibilities.
• Experience managing geographically distributed teams and partnering across time zones and cultures.
• Expertise in support metrics and operational data, comfortable pulling, analyzing, and presenting 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.
• Strong communication skills and ability to partner with cross-functional teams and present to a range of audiences.
• High integrity and ownership, protecting sensitive data and validating AI-enabled outputs.
• Based in New York with ability to occasionally represent the team in-office.

Base salary range: $140,553—$247,718 USD. The position is also eligible for equity. Final salary is based on factors including location, travel, relevant prior experience, or particular skills and expertise. Information regarding culture and benefits can be found on the Pinterest careers site.

Apply through the Pinterest careers page for this role.