Manager, Product Support (AI)

Location: Remote (USA); working hours: 10:00 a.m.–7:00 p.m. Eastern Time

Base salary: $100,000–$130,000 per year, plus equity

Company

hirify.global builds AI-powered software that supports audit and assurance practitioners and helps establish trust in global commerce and capital markets.

What you will do

• Lead the generalist product support team and manage first response time, time to close, volume, and SLA adherence.
• Build a 24-hour weekday coverage model across the US, London, and Seoul, including shift design, staffing, and hiring plans.
• Establish a formal quality assurance process for ticket handling, documentation, and internal notes.
• Improve escalation paths, runbooks, and handoff processes between generalist support, product verticals, and support engineering.
• Hire, onboard, coach, and develop support specialists while creating clear career paths.
• Bring recurring customer issues into Engineering, Product, and Design roadmap discussions while remaining hands-on with tickets and escalations.

Requirements

• 5+ years of experience in customer, product, or technical support.
• At least 2+ years of experience managing a team, preferably in an enterprise SaaS company.
• Experience managing distributed teams across time zones and operating shift or coverage models.
• Ability to build support processes from scratch, including QA rubrics, escalation runbooks, and onboarding paths.
• Strong command of support metrics including first response time, time to close, backlog, CSAT, and SLA adherence.
• Strong communication, problem-solving, ownership, and customer advisory skills, plus hands-on experience in a high-growth startup.

Nice to have

• Experience supporting audit, accounting, or professional services firms.
• Familiarity with Intercom, Shortcut, Jira, or Metabase.
• Experience hiring in the UK or APAC.
• Experience deploying AI-assisted triage in a support queue.

Culture & Benefits

• Remote-first work environment with distributed coverage across multiple regions.
• Inclusive, supportive, humble, and mission-focused team culture.
• Equity participation alongside base salary.
• Compensation aligned with role, level, location tier, experience, and market conditions.