Director of Support

Location: New York, NY; hybrid schedule with in-office work on Monday, Wednesday, and Thursday and remote work on Tuesday and Friday

Company

hirify.global is a New York-based technology company building a platform for laundromats, dry cleaners, and garment care businesses.

What you will do

• Own the end-to-end support experience across hirify.global and LaundroWorks, covering software, installation, hardware, and distributor support.
• Lead four support managers and their teams, including an offshore team, while defining organizational structure, hiring plans, and career paths.
• Build a dedicated Distributor Support function and develop it as a driver of channel growth.
• Improve hardware, installation, distributor, RMA, escalation, and first-time-fix processes in partnership with Product, Engineering, and fulfillment partners.
• Own support metrics including CSAT, NPS, response and resolution SLAs, cost per contact, quality, and QA.
• Set the support tooling roadmap and budget, and develop scalable coverage, workforce planning, self-service, knowledge, and AI-assisted deflection strategies.

Requirements

• At least five years of experience leading customer support or technical support teams.
• At least five years of operational leadership experience covering process design, workforce planning, budgeting, and vendor management.
• Experience managing managers, developing leaders, and building teams through significant growth.
• Hands-on experience recruiting, interviewing, and hiring support talent.
• Experience owning support metrics and using data to drive operational decisions.
• Strong written and verbal communication skills, with the ability to work with senior leadership and customers.

Nice to have

• Experience with hardware, field service, installation, or distributor and channel support.
• Experience managing offshore or distributed teams.
• Experience selecting, implementing, or consolidating support tooling, including AI-assisted support, deflection, and self-service.
• B.A., B.S., or equivalent degree.

Culture & Benefits

• Hybrid work with three designated NYC office days and two remote days each week.
• Equity options, unlimited PTO, and 12 paid holidays.
• Medical, dental, vision, mental health, life, AD&D, disability, and parental leave benefits.
• Up to 14 weeks of fully paid parental leave for new parents.
• Gym, laundry, work-from-home, and commuter stipends, plus learning opportunities.
• 401(k) plan.