Support Operations Manager

Location: Remote from Ukraine; remote-first policy allows work anywhere in the world

Company

hirify.global develops mobile applications across Health & Wellness, Utilities, and Music, with more than 1 billion downloads and headquarters in London.

What you will do

• Coordinate Support operations across multiple teams and establish effective communication and ownership processes.
• Identify operational gaps and implement improvements, processes, policies, tools, and product launches.
• Manage the Support Operations backlog and deliver cross-functional projects without direct authority.
• Administer and improve Zendesk workflows, routing, SLAs, triggers, automations, tags, and permissions.
• Define Support KPIs, build dashboards and reports, and turn operational data into recommendations.
• Identify AI and automation opportunities and measure the impact of their implementation.

Requirements

• Proven Support Operations experience in a medium-to-large Support organization.
• Strong hands-on experience with Zendesk and Zendesk Explore.
• Advanced English proficiency at C1+ level in writing and speaking.
• Experience rolling out processes, tools, and operational changes across multiple teams.
• Strong analytical, project management, ownership, and cross-functional execution skills.
• Practical experience with Jira, Confluence, AI, and automation tools.

Nice to have

• Experience with Amplitude, Tableau, or other BI tools.
• Experience with product launches in a high-volume Support environment.
• Familiarity with APIs and no-code or low-code automation tools.
• Lean Six Sigma, Agile, or change management certification.
• Experience building a Support Operations function from scratch.

Culture & Benefits

• Remote-first work with a flexible schedule and the option to work remotely worldwide or from a corporate hub.
• 50% coworking space compensation worldwide.
• Public holidays based on Ukrainian or Polish calendars, or 12 public holidays per year for employees elsewhere.
• 100% sick leave compensation and partial coverage for medical insurance, sports activities, and therapy.
• Equipment provision or maintenance-cost coverage, plus 70% reimbursement for professional development courses and full coverage of corporate English courses.
• 18 working days of paid vacation, 3 personal days annually, and corporate events across hirify.global hubs.