Repl.it
Location
Foster City, CA (Hybrid) In office M,W,F
Employment Type Full time
Department Support
Compensation
Compensation is determined based on career level, with the base salary for this role ranging from $125K – $140K • Offers Equity • Offers Bonus • Performance based bonus
Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide and over 500,000 business users, Replit is democratizing software development by removing traditional barriers to application creation.
As a Support Manager at Replit, you’ll lead the teams responsible for helping users with account, billing, and social media support — two of the most visible and impactful touch points for our customers. Your teams will handle everything from subscription and payment issues to real-time user interactions on Reddit, X, Discord, and other platforms where developers turn for help.
You’ll blend operational discipline with sharp communication instincts — ensuring users receive fast, accurate, and empathetic support whether they reach out through a ticket or a public post. You’ll also partner closely with Product, Engineering, Finance, and Comms to improve support tooling, streamline processes, and strengthen Replit’s connection with its global developer community.
What You’ll Do
Lead and develop
a global team of Account & Billing Specialists and Social Media Support agents.
Oversee day-to-day operations
across support queues and social channels, ensuring quick, accurate, and on-brand responses.
Manage escalations
for complex or sensitive billing issues, collaborating with Finance, Product, and Legal as needed.
Monitor and respond to user sentiment
on social media, escalating emerging issues or brand risks.
Partner cross-functionally
to improve self-service tools, billing workflows, and user communications.
Define and track team metrics , including SLA adherence, CSAT, ticket deflection, and social response times.
Refine playbooks and training materials
to ensure consistency, accuracy, and tone alignment across all channels.
Coach and mentor
team members, driving continuous improvement in quality, empathy, and efficiency.
Required Skills & Experience
5+ years
of experience in customer or technical support, including
2+ years in a management role.
Proven experience leading
account/billing support teams
and leading or working within
social media or community support functions.
Proficiency with
Zendesk ,
Stripe ,
Slack , and social engagement tools.
Strong understanding of metrics-driven support operations, including SLA and queue management.
Excellent written and verbal communication — skilled at balancing empathy, accuracy, and speed.
Experience collaborating across multiple teams (Finance, Product, Engineering, Comms) in a fast-paced SaaS environment.
Nice to Have
Experience supporting developer or technical communities.
Background in fintech or subscription-based billing systems.
Familiarity with
AI-assisted support workflows
(e.g., Fin, ChatGPT, Claude).
Experience scaling distributed or hybrid support teams.
Tools + Tech Stack for this role
Zendesk
Stripe
Slack
Orb
This role may not be a fit if
You prefer predetermined static processes
You need all information laid out
You struggle with demanding users
You are uncomfortable speaking up for users
Full-Time Employee Benefits Include: Competitive Salary & Equity
401(k) Program
⚕️ Health, Dental, Vision and Life Insurance
Short Term and Long Term Disability
Paid Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonomous Work Environment
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
☕ In Office Amenities
Want to learn more about what we are up to?
Meet the Replit Agent
Replit: Make an app for that
Replit Blog
Amjad TED Talk
Interviewing + Culture at Replit
Operating Principles
Reasons not to work at Replit
To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.
This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.
Compensation Range: $125K - $140K
#J-18808-Ljbffr
Employment Type Full time
Department Support
Compensation
Compensation is determined based on career level, with the base salary for this role ranging from $125K – $140K • Offers Equity • Offers Bonus • Performance based bonus
Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide and over 500,000 business users, Replit is democratizing software development by removing traditional barriers to application creation.
As a Support Manager at Replit, you’ll lead the teams responsible for helping users with account, billing, and social media support — two of the most visible and impactful touch points for our customers. Your teams will handle everything from subscription and payment issues to real-time user interactions on Reddit, X, Discord, and other platforms where developers turn for help.
You’ll blend operational discipline with sharp communication instincts — ensuring users receive fast, accurate, and empathetic support whether they reach out through a ticket or a public post. You’ll also partner closely with Product, Engineering, Finance, and Comms to improve support tooling, streamline processes, and strengthen Replit’s connection with its global developer community.
What You’ll Do
Lead and develop
a global team of Account & Billing Specialists and Social Media Support agents.
Oversee day-to-day operations
across support queues and social channels, ensuring quick, accurate, and on-brand responses.
Manage escalations
for complex or sensitive billing issues, collaborating with Finance, Product, and Legal as needed.
Monitor and respond to user sentiment
on social media, escalating emerging issues or brand risks.
Partner cross-functionally
to improve self-service tools, billing workflows, and user communications.
Define and track team metrics , including SLA adherence, CSAT, ticket deflection, and social response times.
Refine playbooks and training materials
to ensure consistency, accuracy, and tone alignment across all channels.
Coach and mentor
team members, driving continuous improvement in quality, empathy, and efficiency.
Required Skills & Experience
5+ years
of experience in customer or technical support, including
2+ years in a management role.
Proven experience leading
account/billing support teams
and leading or working within
social media or community support functions.
Proficiency with
Zendesk ,
Stripe ,
Slack , and social engagement tools.
Strong understanding of metrics-driven support operations, including SLA and queue management.
Excellent written and verbal communication — skilled at balancing empathy, accuracy, and speed.
Experience collaborating across multiple teams (Finance, Product, Engineering, Comms) in a fast-paced SaaS environment.
Nice to Have
Experience supporting developer or technical communities.
Background in fintech or subscription-based billing systems.
Familiarity with
AI-assisted support workflows
(e.g., Fin, ChatGPT, Claude).
Experience scaling distributed or hybrid support teams.
Tools + Tech Stack for this role
Zendesk
Stripe
Slack
Orb
This role may not be a fit if
You prefer predetermined static processes
You need all information laid out
You struggle with demanding users
You are uncomfortable speaking up for users
Full-Time Employee Benefits Include: Competitive Salary & Equity
401(k) Program
⚕️ Health, Dental, Vision and Life Insurance
Short Term and Long Term Disability
Paid Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonomous Work Environment
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
☕ In Office Amenities
Want to learn more about what we are up to?
Meet the Replit Agent
Replit: Make an app for that
Replit Blog
Amjad TED Talk
Interviewing + Culture at Replit
Operating Principles
Reasons not to work at Replit
To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.
This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.
Compensation Range: $125K - $140K
#J-18808-Ljbffr