What is The Role:

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 translate 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. 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 professionally, 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,...
Ensuring customer issues are resolved within our committed service level agreements.
Working cross-functionally with various business units and partners like finance,... development,... account management,... through both routine... escalated situations.
Maintaining strong relationships with our customers for delivery of support.
Driving critical metrics to ensure world-class service delivery... continually setting standard.
Ensuring continuous improvement in efficiency of support processes... customer satisfaction through innovation... customer self-service mindset.

What You Bring:

2+ years proven leadership experience in technical environment
Knowledge in SaaS & Cloud
Exposure to billing or administrative systems/responsibilities
Strong verbal & written communication skills
Experience working with small geographically-dispersed remote teams
Customer-first focus

Bonus Points:

Experience with SaaS/distributed systems
High-level technical understanding of software products
Positive adaptable teammate approach
Curiosity about Elastic products/company

Additional Information - We Take Care of Our People:

As distributed company diversity drives identity... Whether launching new career or growing existing one... Elastic balances great work with great life... Age only number... Need you for what you can do.

Competitive pay based on work here not previous salary
Health coverage for you & family many locations
Ability craft calendar flexible locations & schedules many roles
Generous vacation days each year
Increase impact - match up $2000 (or local currency equivalent) financial donations & service
Up to 40 hours each year use toward volunteer projects you love
Embracing parenthood minimum 16 weeks parental leave

This role does not have variable compensation component. Compensation form base salary. Typical starting salary range: $113100—$178900 USD Typical starting salary range select locations (Seattle WA, Los Angeles CA, San Francisco Bay Area CA, New York City Metro Area): $135900—$215100 USD