From our founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, your data just arrives in your warehouse, canonical and ready to query, no engineering or maintenance required. As we watch more and more companies leverage our technology to become truly data-driven, we’re proud not only of our growth but also of the fact that we’ve grown without compromising our core values.
 
Integrity.
We do the right thing, even when it's harder in the short run. We challenge the status quo by reasoning from first principles.
 
Initiative.
Fivetran belongs to all of us. We take ownership and are accountable for getting things done. Through curiosity, learning, and coaching, we grow as individuals and teams.
 
One team, one dream.
We share the pains and successes of our customers, partners and colleagues. We seek, gather, and trust a diverse group of teammates with different perspectives to guide Fivetran's progress.
 
If these values resonate with you, we’d love to hear from you.

The Role

Fivetran’s Support Team is focused on delighting our valued customers with world-class customer support. As a Manager of Global Customer Support, your role will be to support and empower our Customer Support team in a particular region by defining a support process which will lead to success.

As a Manager of Customer Support at Fivetran you will:

  • Empower our Support team by setting them up for success based on their talents and career stage
  • Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth
  • Help define a support process that will allow our support team to scale with the company 
  • Closely align with other leaders in the organization and execute on OKR’s (objectives and metrics) to measure the overall team’s success
  • Help define and put in practice standard operating principles for the Support Team 
  • Develop and execute on strategy for continuous improvement of our Support Team SLAs
  • Manage the interactions between Support and Development on customer issues/feedback
  • Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams

Your Superpowers:

  • Lead through example
  • Demonstrated success in leading teams and individual contributors 
  • Experience in growing the team by participating in the recruiting process
  • Experience with SQL and Shell scripting
  • Experienced in managing customer escalations across organizations
  • Strong sense of empathy for our customers
  • Ability to stay calm in a fast-paced, growing environment
  • Exceptional communicator 

Benefits and Compensation:

  • 100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
  • Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
  • Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off
  • 401k match program
  • Eligible donation match program
  • Monthly cell phone stipend
  • Work-from-home equipment reimbursement for your home office setup!
  • Professional development and training opportunities
  • Company virtual happy hours and fun team building activities
  • Pet Insurance -- and yes, you can bring your well-behaved fur babies to work
  • Commuter benefits to help with transit and parking costs
Shaped by the real-world needs of data analysts, Fivetran technology is the smartest, fastest way to replicate your applications, databases, events and files into a high-performance cloud warehouse. Fivetran connectors deploy in minutes, require zero maintenance, and automatically adjust to source changes — so your data team can stop worrying about engineering and focus on driving insights. To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.
 
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Our company values diversity. To ensure that we comply with reporting requirements and to learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in a confidential survey at the end of this application. Providing this information is optional. It will not be accessible or used in the hiring process, and has no effect on your opportunity for employment.

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