AI at Zapier

At Zapier, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here - that’s great! We just ask that you use them responsibly and transparently. Check out our guidance on How to Collaborate with AI During Zapier’s Hiring Process, including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process - and when not to.

About the Role

Support Readiness drives scalable, AI-driven systems and frameworks that ensure Support is prepared, confident, and aligned for every product and feature launch. To achieve this, the Readiness Program Manager (RPM) ensures that readiness, knowledge, and training operate as one cohesive ecosystem that continuously improves over time. This role bridges project management, knowledge governance, and readiness to orchestrate the flow of information between Support, Product, Build, and the wider GTM team. The RPM ensures that everyone in Support has the right mix of knowledge and enablement, at the right time, to deliver a fast, accurate, and exceptional customer experience. The RPM also owns Support’s training framework, along with the Readiness Specialist, and will partner with Tech Leads and Global Support ICs to coordinate new hire, upskilling, and refresher training. The RMP will foster feedback loops between Quality, VoC (Voice of Customer), and the queue-facing roles to understand pain points, trends, gaps, and insights that can be addressed through training initiatives.

Things You’ll Do

AI Integration & Process Optimization

• Implement AI-driven frameworks,...