Platform Support Team Lead (Global)

Location: UK Office; Hybrid. The role supports a global team across multiple regions and time zones, with some flexibility outside core hours and time off in lieu for additional coverage.

Company

hirify.global is a fast-growing startup providing cybersecurity and AI solutions that help managed service providers manage and secure Microsoft 365 at scale.

What you will do

• Line-manage, coach, and develop Platform Support Specialists across multiple regions through one-to-ones, performance reviews, goal setting, and career planning.
• Lead recruitment, selection, onboarding, and support-team expansion in new regions.
• Own global coverage, resource planning, regional handovers, and out-of-hours arrangements.
• Manage team performance against CSAT, first-response time, resolution time, backlog, and SLA commitments.
• Define and maintain workflows, triage, escalation paths, quality assurance, and knowledge management practices.
• Handle high-impact or commercially sensitive customer matters, coordinate major-incident communications, and represent Platform Support with Product, Engineering, Partner Success, Sales, and leadership.

Requirements

• Experience leading people through formal line management, mentoring, or senior specialist responsibility.
• Experience coordinating people across time zones or a clear approach to doing so effectively.
• Strong interest in coaching, feedback, career development, and people management.
• Experience in a metrics-driven service environment with responsibility for SLAs and support quality.
• Ability to analyse performance data, prioritise work, make sound escalation decisions, and communicate clearly with customers and senior stakeholders.
• Enough exposure to a technical or product support environment to recognise when technical escalation is needed.

Nice to have

• Experience scaling support operations in a growing SaaS business.
• Familiarity with Microsoft 365 and the MSP ecosystem.

Culture & Benefits

• Continuous learning, strong enablement, and a safe environment for experimentation and improvement.
• High-trust, autonomous working environment with opportunities to make a meaningful impact.
• Transparent and collaborative culture focused on honest communication.
• Global team with regular monthly social events.
• Employee recognition programs for contributions and achievements.
• Time off in lieu for work outside core hours related to global team coverage.