Support Operations Manager (SaaS)

Location: Remote - USA

Company

hirify.global provides a client experience platform for appointment-based self-care businesses, including salons, spas, medspas, and barbershops.

What you will do

• Own the administration and optimization of the Support technology stack, including Salesforce, Intercom, Jira, and their integrations.
• Translate Support strategy into operational processes, workflows, and tool configurations.
• Design data flows from Intercom and Jira into Salesforce to improve customer visibility and reporting.
• Build and maintain Support KPI dashboards and provide reporting and analysis for Support and Customer Experience leadership.
• Implement automation, workflow improvements, tooling enhancements, and AI use cases with measurable impact.
• Partner with Revenue Operations and cross-functional stakeholders on change management, product releases, documentation, and strategic initiatives.

Requirements

• 3–5+ years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment.
• Experience supporting senior leaders in multi-tiered Support organizations, including tiering structures and escalation paths.
• Expertise administering and optimizing Support ticketing platforms and AI chatbots; Salesforce and Intercom experience is preferred.
• Strong knowledge of Support metrics and KPIs, including SLA adherence, CSAT, ticket volume, backlog, and resolution time.
• Experience with workflow automation, business-system integrations, project management, reporting, and cross-functional initiatives.
• Must be able to work remotely from the USA.

Culture & Benefits

• Fully remote work with a $200 home office setup allowance and $50 monthly work-from-home reimbursement.
• Competitive base pay, performance bonus eligibility, and equity participation for full-time employees.
• Medical coverage with up to 100% employee premium coverage, plus dental, vision, life, and disability insurance.
• 12 weeks of fully paid U.S. parental leave, flexible paid time off, and 10 U.S. company holidays.
• Additional benefits include a $1,200 annual HSA contribution, quarterly hirify.global Bucks, One Medical membership, and an Employee Assistance Program.