Director of Support

Location: Strongsville, OH, USA

Company

hirify.global develops and supports software products for its customers across multiple product lines.

What you will do

• Lead, mentor, and develop a multi-tier Software Support organization consisting of managers, supervisors, and support representatives.
• Set departmental goals, performance objectives, KPIs, service-level standards, and customer satisfaction metrics.
• Partner with Product, Engineering, Operations, Development, Implementation, Education, and Customer Success to improve processes and accelerate issue resolution.
• Oversee complex and escalated customer issues, at-risk accounts, product defect documentation, and enhancement requests.
• Monitor customer satisfaction surveys, call recordings, quality metrics, and support interactions to identify coaching and systemic improvement opportunities.
• Drive training, professional development, automation, self-service, and strategic initiatives that improve operational effectiveness and customer experience.

Requirements

• 8+ years of experience in customer support or customer operations, including 3–5+ years in leadership roles.
• Experience building and scaling high-performing, multi-tier support teams.
• Experience managing CSAT, SLA, FCR, and similar support KPIs, with advanced reporting, forecasting, and workforce planning.
• Experience with support platforms such as Salesforce Service Cloud and Genesys Salesforce Softphone.
• Expertise in process design, workflow optimization, escalation management, troubleshooting, and continuous improvement in SaaS or technology environments.
• Strong leadership, communication, collaboration, problem-solving, crisis judgment, Microsoft Office, and Windows-based application skills; valid driver's license required.

Culture & Benefits

• Customer-centric and collaborative approach to support operations.
• Cross-functional work with product and operational leadership.
• Responsibility for developing training and professional growth programs.
• Focus on professional service, responsiveness, quality standards, and continuous improvement.