Manager, Customer Support (SaaS)

Location: Remote within the United States; New York City or San Francisco office locations are available. Employees within reasonable commuting distance of either office are expected to work remotely for this role, while hybrid roles require three office days per week.

Salary: $120,000–$135,000 annual compensation range. The posting also references a target base compensation of approximately $150,000.

Company

hirify.global builds an AI-enabled SaaS operating system for construction contractors, covering payroll, HR, finance, and operations.

What you will do

• Lead and develop a frontline Customer Support team, owning queue health, SLA performance, escalations, and coaching.
• Set productivity and service targets using SLA, CSAT, cases-per-day, and backlog metrics.
• Resolve and provide quality oversight for complex payroll, tax, benefits, certified payroll, prevailing wage, union fringe, and multi-state crew cases.
• Support hiring, onboarding, specialization, escalation paths, and training frameworks for support ICs.
• Configure help desk workflows, including queues, routing, macros, and reporting in ticketing platforms.
• Act as a player-coach by handling customer cases directly when volume or urgency requires it.

Requirements

• 4+ years of customer support or customer success experience, including 2+ years managing a support team.
• Experience in payroll, HR technology, construction software, or accounting software.
• Experience improving SLA and productivity targets in a queue-driven support environment.
• Fluency configuring Pylon, Zendesk, Intercom, Front, or similar ticketing platforms.
• Ability to build and interpret support metrics and serve as an escalation point for payroll, tax, and benefits cases.
• Strong ownership, empathy, service orientation, and ability to maintain standards without harming team morale.

Nice to have

• Experience with Sage, Intacct, Procore, Viewpoint, Foundation, or similar construction or accounting software.

Culture & Benefits

• Remote flexibility for roles listed as remote, with several company or team off-sites each year.
• Medical, dental, vision, and FSA plans.
• Company-matched 401(k) contributions.
• Flexible PTO and 16 weeks of paid parental leave for all parents.
• Annual professional development allowance.
• Competitive salary, commission, and equity packages.

Hiring process

• Applications may be reviewed by an AI-assisted tool against the role requirements.
• Every application receives human review, and the recruiting team makes the final decision.