Manager, Customer Support (Senior Care Technology)

Location: Hybrid in Toronto or Waterloo, with remote work available

Salary: CAD 80,000–130,000 base salary per year, with equity opportunities

Company

hirify.global is a senior care technology company developing camera-free sensors that detect falls and track sleep, health, and wellness for families and care organizations.

What you will do

• Own customer support for hirify.global and Silvie, from first contact through resolution.
• Lead the BPO support team and build a fast, kind, consistent support experience.
• Establish and improve support tickets, queues, playbooks, tooling, response targets, and resolution metrics.
• Scale support operations from hundreds of customers to thousands.
• Bring customer feedback and recurring issues to product and engineering teams.
• Support both families at home and care organizations effectively.

Requirements

• Experience leading a support team, ideally a BPO or remote team.
• Experience setting up ticketing systems, queues, playbooks, and metrics from little or nothing.
• Ability to remain calm and clear with worried customers and coach others to do the same.
• Strong ownership, direct communication, and a focus on continuous improvement.
• Care for both support team members and the customers they serve.

Culture & Benefits

• Small team with broad ownership and direct access to leadership.
• Mission focused on helping older adults remain safe and independent.
• Hybrid work in Toronto or Waterloo, with remote work available.
• Health, dental, and vision coverage.
• Sensor for parents provided, plus equity opportunities.
• Inclusive and accessible workplace with accommodation available during hiring.

Hiring process

• Initial interview.
• Short case exercise.
• Final in-person interview with the CEO and team members.
• AI tools may be used during hiring, alongside human input and manual review.