Product Support Specialist Team Lead

Location: Hybrid, based in the Toronto office, Canada

Company

hirify.global develops an AI platform for business planning and supports enterprise customers and partners.

What you will do

• Lead, mentor, and develop Product Support Specialists while setting performance expectations and providing constructive feedback.
• Guide the team through complex technical investigations and act as an escalation point for customers and internal teams.
• Improve support workflows, documentation, communication, ownership, and operational efficiency using AI and automation tools.
• Track and analyze support metrics, prepare regular reports, and contribute to team strategy and resourcing decisions.
• Own the support technology stack and assign project ownership across the team.
• Manage the hiring process for Product Support Specialists in the region.

Requirements

• 5+ years of experience in senior application support, technical support leadership in SaaS, FP&A, or financial modeling.
• Strong leadership, mentoring, coaching, project management, analytical, written, and interpersonal skills.
• Experience analyzing complex issues, identifying root causes, and creating action plans.
• Ability to evaluate and adopt AI and automation tools to improve support efficiency.
• Ability to work in a fast-paced international environment.
• Professional proficiency in English.

Nice to have

• Knowledge of spreadsheets, business planning, or business intelligence.
• Exposure to HTML, CSS, SQL, APIs, or data integrations.
• Financial qualifications in areas such as payroll, accounting, financial risk management, or pensions.
• Certifications in customer support, project management, or ITIL.
• An additional European language.

Culture & Benefits

• Collaborative, transparent, and feedback-oriented working culture.
• Competitive base salary, equity package, and comprehensive benefits.
• Generous time off and parental leave policies.
• High-end equipment provided for work.
• Background checks are conducted lawfully with candidate consent before formal employment contracts are signed.