Manager, Customer Support at Elastic

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

Who we are

We’re always on the search for amazing people. People who have a deep passion for technology and are masters at their craft. We build highly sophisticated distributed systems, and we don’t take our technology lightly. At Elastic, you’ll have the opportunity to work in a vibrant energetic company next to some of the most inquisitive and highly skilled technologists the industry has to offer. We’re looking for phenomenal team players, but we also promote independence and ownership. We’re hackers… The good kind. The kind that innovates and creates innovative products that eventually translates to a lot of happy, smiling faces.

Elastic’s Support team is unlike any other on Earth: while we are spread across 12 time zones and 15 countries, we operate as a unit, as a family. As a distributed company, we offer the unique opportunity to work closely with colleagues from a diverse set of backgrounds and cultures, fostering a collaborative spirit that is at the heart of everything we do.

The service we deliver is not just about solving problems, it's about caring, empathy, and the human touch. We approach our work with ambition, directness, and comprehensiveness, but always with a focus on the individual. We don’t do it alone, as we work closely with our core developers in a genuine and never-taken-for-granted way, making each team member feel valued and integral to our mission.

Our team is a dream for someone who seeks honest, hard work and rewards. It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backwards.

We are not trying to change the world; we already have. We’re just waiting for everyone else to catch up. We have our good days and our not-so-good days, and we face them together, as a family. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member to love, support, and be part of our resilient team.

What is the role

The Manager, Customer Support will lead a globally distributed team of dedicated Customer Support professionals (CSRs). These Customer Support representatives look after our customers' non-technical needs, including our monthly SaaS billing, account access, Marketplace integrations issues, and a large variety of other customer needs. The leader we are seeking will help drive strategic initiatives, provide detailed reports on the team's progress, and enable our CSRs to provide world-class support to our customers. This person will also guide our CSRs to learn and grow personally and professional, with an emphasis on learning, growth, and continuous improvement.

Please note this role requires a US citizen on US soil due to our growing US Federal offerings.

What you will be doing

Leading a team of non-technical customer support representatives (providing guidance, career development assistance) who are responsible for resolving customer questions and issues related to billing, account access, Marketplace integrations, and more.

Ensuring customer issues are resolved within our committed service level agreements.

Working cross-functionally with various business units and partners, like finance, development, and account management, through both routine and escalated situations.

Maintaining strong relationships with our customers for the delivery of support.

Driving critical metrics to ensure world-class service delivery and continually setting the standard.

Ensuring continuous improvement, in terms of efficiency of support processes and customer satisfaction, through innovation and a customer self-service mindset.

What you bring along

2+ years of proven leadership experience in a technical environment

Knowledge in fields like SaaS and Cloud

Exposure to billing or administrative systems and/or responsibilities

Strong verbal and written communication skills

Experience working with small and geographically-dispersed remote teams

A customer-first focus.

Bonus points

Experience with SaaS and/or distributed systems.

High-level technical understanding of software products.

You are a great teammate; with a positive and adaptable approach.

Curiosity is key! You have already researched our products and company.

Compensation for this role is in the form of base salary. This role does not have a variable compensation component.

The typical starting salary range for new hires in this role is listed below. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.

These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.

An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.

Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.

The typical starting salary range for this role is:

$113,100—$178,900 USD

The typical starting salary range for this role in the select locations listed above is:

$135,900—$215,100 USD

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

Competitive pay based on the work you do here and not your previous salary

Health coverage for you and your family in many locations

Ability to craft your calendar with flexible locations and schedules for many roles

Generous number of vacation days each year

Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service

Up to 40 hours each year to use toward volunteer projects you love

Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

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Manager, Customer Support

Job Description