Manager, Support (AI)

Location: Denver, United States; hybrid role with a minimum of 3 days per week in the Denver office. The first 60 days are fully in-office.

Salary: $105,000–$120,000 base salary per year, plus equity.

Company

hirify.global provides an AI assistant that helps financial advisors automate operational work and grow their businesses; more than 5,000 firms use the platform.

What you will do

• Lead Enterprise and SMB Support Specialists and manage the frontline support operation.
• Own support KPIs, including CSAT, responsiveness, resolution quality, ticket volume trends, and subject-matter trends.
• Drive quality assurance outcomes and Tier 1 escalation reporting.
• Forecast ticket volume and define daily support-work assignment logic.
• Hire, interview, onboard, coach, and develop frontline support teammates through regular 1:1s and performance reviews.
• Partner with the Director of Support, Technical Support, Premium Support, and cross-functional teams to scale consistent service.

Requirements

• At least 2 years of recent experience directly managing a client-facing team in a high-growth SaaS environment.
• Demonstrated experience creating and executing scalable operational processes.
• Excellent writing and communication skills, including the ability to manage changes to team procedures and guidelines.
• Security-first understanding of protecting nonpublic personal information and records in wealth management, including SEC Regulation S-P, FINRA/SEC Rule 17a-4, and information-security and vendor-risk reviews.
• Strong service orientation, clear communication, candor, and commitment to an excellent user experience.
• Willingness to work from the Denver office at least 3 days per week.

Nice to have

• Experience administering Intercom Fin and ChiliPiper.
• Experience creating knowledge-base documentation.
• Wealth management industry experience.
• Recent support experience as an individual contributor or manager.

Culture & Benefits

• Collaborative, low-ego culture with smart and kind teammates.
• Medical coverage with 100% of the employee premium covered, plus dental and vision coverage.
• Unlimited PTO, paid sick time, and 11 paid holidays.
• Paid parental leave, including 12 weeks for birthing parents and 6 weeks for non-birthing parents.
• 401(k) with pre-tax and Roth options, equity grant, company-provided MacBook, and growth opportunities.

Hiring process

• 30-minute recruiter screen.
• Up to three 30–45-minute video or onsite interviews.
• Offer pending background and reference checks.