Mgr. Product Support

Location: Weston, Florida, United States; onsite in an office at least 3 days per week

Salary: $80,800–$116,150 per year in base pay, with potential performance-based bonus and restricted stock unit awards.

Company

hirify.global provides a workforce operating platform with workforce insights and AI capabilities for organizations across industries.

What you will do

• Lead the Product Support team in delivering high-quality customer service and supporting customer success.
• Develop operating strategies, manage resources, and execute projects, training, and process improvements.
• Guide direct reports through operational and technical challenges and collaborate with technical teams and customers.
• Analyze team metrics and KPIs, provide management reports, and make operational decisions.
• Ensure support requests, communications, and actions are documented and managed in Salesforce CRM.
• Manage escalations, service-level objectives, interdepartmental workflow issues, and rotational late, weekend, and on-call coverage.

Requirements

• 3+ years of people management experience in a customer support or technical support environment.
• Strong customer service, communication, leadership, mentoring, coaching, teamwork, and influencing skills.
• Ability to multitask, prioritize projects, manage time, and maintain detailed organization.
• Experience documenting and implementing processes and procedures.
• Knowledge of support tools for issue tracking and knowledge management.
• Ability to work onsite in the Weston office at least 3 days per week.

Nice to have

• Experience in HR, payroll, time and labor, or HCM domains.
• Experience managing successful remote support teams.
• BA/BS degree in management, computer science, information technology, engineering, or a related technical discipline.

Culture & Benefits

• Fast-paced, high-volume support environment focused on customer experience.
• Opportunities to develop and grow support team members.
• Benefits, performance-based bonus eligibility, and restricted stock unit awards.
• Participation in rotational late and weekend shifts and occasional after-hours on-call support.
• Equal opportunity employment and disability accommodation during the application and interview process.