Customer Operations Manager


Remote, US

March 16, 2022

Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. In your role, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping Pinners make their lives better in the positive corner of the internet.

Pinterest is growing and works closely with businesses, including brands and retailers to effectively reach and engage with the audiences on our platform. It’s an exciting time to join the expanding Pinterest team and you will have the opportunity to grow as a person and leader in your field, all the while helping Pinners make their lives better in the positive corner of the internet.

The Head of Customer Support role will be responsible for the quality of support provided by the product support team. She/He will drive performance of the support agents handling incoming escalated contacts from account managers, partner managers, advertisers, and others who have an issue using Pinterest platform to advertise or sell products

What you’ll do

  • Hire, lead, manage and develop Product Specialists who are responsible for supporting frontline agents in unblocking issues with Pinterest’s business products suite

  • Assist the Global Head of Customer Operations in developing and executing strategic initiatives and overall performance of customer service delivery

  • Coach Product Specialists to identify product limitations, feature enhancements and develop insights to improve user experience.

  • Serve as a strong cross-functional leader to facilitate the successful execution of product launches, regress bugs and develop localized product strategy

  • Leverage areas of expertise to improve the effectiveness of Customer Operations support

What we’re looking for

  • 7+ years of work experience, with 2+ years of people management experience

  • Ability to operate independently and demonstrate strong decision making. Knows when to escalate and seek appropriate support

  • Experience leading and owning cross functional projects, advocating, negotiating and driving results

  • Excellent communication skills

  • Experience with triaging and troubleshooting technical products / platforms (ex. ad networks

  • Google Analytics, conversion tracking, APIs) for business customers with a client service mindset

  • Passion for Pinterest’s mission, supporting businesses and improving the product experience

  • Ability to thrive in a fast paced, dynamic environment

Our Commitment to Diversity

At Pinterest, our mission is to bring everyone the inspiration to create a life they love—and that includes our employees. We’re taking on the most exciting challenges of our working lives, and we succeed with a team that represents an inclusive and diverse set of identities and backgrounds.