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Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As the Manager of Workforce Management & Support Insights, you’ll build and own the workforce planning function that ensures the Support organization can meet customer demand efficiently while maintaining exceptional service quality. You’ll be responsible for forecasting demand, planning headcount across both FTE and vendor teams, and ensuring the Support organization is staffed appropriately across channels, regions, and time zones. Your work will directly influence how the company scales support while maintaining strong service levels and operational efficiency. You’ll operate as both a strategic planner and operational owner. Early on, you’ll build forecasting models, staffing strategies, and WFM systems that provide visibility into capacity and performance. Over time, you’ll help shape how workforce planning evolves as automation and AI increasingly influence support demand and agent productivity. You’ll work cross-functionally with Support leadership, Operations, Finance, and vendor partners to ensure the Support organization is staffed effectively and positioned to scale alongside the platform. What You’ll Do Build and own the Workforce Management function for Support, establishing forecasting frameworks, staffing models, and workforce planning processes. Develop demand forecasts across support channels using historical trends, product signals, and growth projections. Build and maintain operational dashboards and reporting frameworks that provide visibility into support demand, workforce performance, and key operational trends. Own headcount planning across both internal support teams and BPO partners, ensuring staffing aligns with service level targets and operational goals. Design capacity models that account f