Director Customer Support (AI)

Location: Remote within the United States. Employees living within 75 miles of the Midtown NYC or Downtown Austin offices must work onsite 1–2 days per week; employees outside both 75-mile areas are eligible for fully remote work.

Estimated total compensation: $170,000–$185,000 USD, including base salary and bonus.

Company

hirify.global provides cybersecurity ratings and third-party risk management solutions used by organizations worldwide.

What you will do

• Lead, hire, coach, and develop a high-performing customer support team.
• Build an operating model using AI tools to triage, resolve, route, and deflect support cases while preserving human judgment for complex customer issues.
• Analyze support case data to identify root causes, patterns, and emerging trends, partnering with Engineering to prevent recurring escalations.
• Partner with Product, Customer Success, Account, Engineering, and GTM teams on roadmap priorities, customer health, renewals, and expansion.
• Build escalation management processes and track CSAT, resolution time, time to value, escalation rate, NRR, and GRR.
• Join high-value and high-risk customer calls and use customer feedback to improve the broader support system.

Requirements

• Experience leading a support, customer success, or technical services team with measurable improvements in customer experience metrics.
• Practical experience implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection.
• Strong analytical skills and experience using case data to identify root causes and trends.
• Collaborative experience partnering with Product, Engineering, and go-to-market teams.
• Strong customer-facing communication, listening, hiring, coaching, and performance management skills.
• Must be eligible to work in the United States; immigration sponsorship is not provided.

Nice to have

• Cybersecurity industry experience.
• Experience with Salesforce, ServiceCloud, Zendesk, Zapier, Claude, Snowflake, or Python.
• Experience integrating AI copilots or agents into support workflows.
• Experience building or scaling a support function during a period of growth.

Culture & Benefits

• Customer-focused culture centered on listening, advocacy, and measurable customer outcomes.
• Competitive salary, stock options, and health benefits specific to the employee’s country.
• Unlimited paid time off, parental leave, and tuition reimbursement.
• Flexible remote work for employees outside the defined office-radius areas.