At Webflow, our mission is to bring development superpowers to everyone. As the pioneer of the Website Experience Platform (WXP), we’re redefining how teams Build, Manage, and Optimize for the web — combining visual development, powerful content management systems, AI-driven personalization, seamless hosting, and end-to-end analytics in a single, unified platform. With AI at the core, Webflow helps teams move faster, create more performant digital experiences, and scale without heavy engineering support. From independent designers and creative agencies to global enterprises, hundreds of thousands of organizations use Webflow to turn ideas into reality — and to power what’s possible on the web.

We’re looking for a Manager, Customer Support Operations to help empower our Customer Support team to do their best work and make Webflow the best product possible. In this role, you’ll lead the systems, tooling, and strategies that power how we support our global customer base — from designing automations that streamline workflows, to building scalable self-service experiences that reduce customer effort and ticket volume.

You’ll have the opportunity to shape how AI and automation are implemented across our support channels, improve internal tools used by hundreds of agents, and influence operational strategy that impacts millions of Webflow users. If you're excited about solving real problems at scale, collaborating across functions, and leading a team at the intersection of technology and customer experience — this is the role for you.

About the role:

• • Location: Remote-first (United States; BC & ON, Canada; Australia; New Zealand)
  • Full-time
  • Permanent
  • Exempt
  • The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.
    
    
    • United States  (all figures cited below are in USD and pertain to workers in the United States)
      • Zone A: $113,500 - $154,000
      • Zone B: $107,000 - $144,500
      • Zone C: $100,500 - $135,500
        
        
    • Canada (figures cited below are in CAD and pertain to workers in ON & BC, Canada)
      • 129,500 - 174,500
        
        
    • Australia (figures cited below are in AUD and pertain to workers in Australia)
      • 126,500 - 149,500
        
        
    • New Zealand (figures cited below are in NZD and pertain to workers in New Zealand)
      • 122,000 - 143,500

This role is also eligible to participate in Webflow's company-wide bonus program. Target amounts are a percentage of base salary and vary by career level. Payouts are based on company performance against established financial and operational goals. 

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Reporting to the Director, Global Customer Support

As a Manager, Customer Support Operations, you’ll … 

• Lead and Coach a High-Impact Team

• Manage and develop a team of Operations Engineers, Systems Managers, and Program Managers who build tools, automate workflows, design systems, and execute strategic initiatives to support the broader Customer Support org.
• Provide regular coaching, feedback, and mentorship that aligns with both individual growth goals and business priorities.
• Promote a culture of experimentation, continuous improvement, and accountability.
• Collaborate with senior leaders in Global Customer Support to align on strategic priorities and delivery expectations.
• Improve the Agent and Customer Experience
• Own delivery of key SupportOps responsibilities — including internal tooling, documentation, workflow improvements, and data pipelines — that drive performance for our customer-facing teams.
• Partner with frontline teams to surface pain points and proactively deliver solutions that increase agent efficiency and improve time to resolution.
• Drive initiatives focused on Tier 0 support and ticket deflection through automation, proactive messaging, and improved self-service content.
• Establish feedback loops to ensure continuous iteration on tools and processes based on agent usage, customer satisfaction, and business needs.
• Operational Excellence and Strategic Execution
• Scope and manage complex cross-functional projects with Product, E