Support Manager (SaaS)

Location: Hybrid work model with 2 days at the office and 3 days remote; Paris office referenced

Company

hirify.global develops an AI-powered Employee Hub and Collaborative Experience Platform for enterprise communication, collaboration, and employee engagement.

What you will do

• Lead and develop a team of support engineers and maintain a collaborative shift environment.
• Manage daily support operations, including response and resolution SLAs, team OKRs, ticket queues, escalations, and critical incidents.
• Maintain and improve support tools and knowledge bases to increase efficiency and self-service.
• Identify and implement AI automation, chatbots, and intelligent routing to reduce manual work and improve first-contact resolution.
• Analyze NPS, CSAT, customer feedback, and support trends to guide product, engineering, and process improvements.
• Coordinate schedules, handovers, team rotations, on-call coverage, and collaboration with Product, Professional Services, and Customer Experience.

Requirements

• 4–5 years of experience in technical support.
• Proven team leadership or shift management experience in a SaaS environment.
• Strong interpersonal and conflict-resolution skills.
• Clear and structured written and verbal communication in English.

Culture & Benefits

• Hybrid schedule with 2 office days and 3 remote days.
• Approximately 10 additional RTT days off per year.
• Meal vouchers, snacks, coffee, yoga classes, and health insurance with 60% coverage.
• Supportive parental leave, family events, afterworks, team celebrations, and seasonal parties.
• French and English lessons, professional development opportunities, and access to Leeto CSE.
• Inclusive environment focused on responsiveness, kindness, mutual aid, and teamwork.