Customer Support Manager - Americas (AI/Intercom)

Location: Remote within the United States; candidates must have full legal right to work in the US. Applications are not accepted from Alaska, California, Colorado, New York, or Washington. Employees are hired into a designated state or country of employment. Temporary work from another approved location is available for up to four weeks per calendar year.

Salary: $76K–$84.5K annually

Company

hirify.global provides a travel technology platform that helps travel organizers manage and grow their businesses.

What you will do

• Lead, coach, and develop the LATAM Customer Support team through 1:1s, performance reviews, training, and career development.
• Act as the final escalation point for complex technical and account issues, outages, incidents, and planned maintenance communications.
• Design, document, and optimize Fin (Intercom) workflows, routing, automation, snippets, and AI-agent operations.
• Partner with Product and Engineering as the voice of the customer, surfacing feedback, trends, and bugs.
• Collaborate with Sales, Account Management, and Payment Operations on escalations, customer trends, and handoffs.
• Own support KPIs including CSAT, first response time, resolution time, SLAs, and QA scores, and build scalable process improvements.

Requirements

• 3–4 years of experience managing, coaching, and leading a customer-facing support team.
• 1–3 years of hands-on Fin (Intercom) administration experience, including automated workflows, routing, and snippets.
• Professional fluency in English and Spanish.
• Experience deploying or optimizing AI agents and measuring ticket deflection, resolution rates, and self-serve performance.
• Strong project and program management, data analysis, communication, and cross-functional collaboration skills.
• Full legal right to work in the US is required; visa sponsorship and relocation assistance are not available.

Nice to have

• Experience in SaaS, fintech, payments, or travel technology.
• Willingness to provide occasional weekend support when needed.

Culture & Benefits

• Remote work with a maximum of four weeks per calendar year from another approved location.
• US health coverage options, including employer-covered HDHP medical, PPO dental, and vision coverage.
• Unlimited paid time off through the Time to Recharge policy and extensive paid family leave.
• Annual Amsterdam HQ program for two to four weeks, with accommodation in hirify.global apartments.
• Three paid volunteer days, equipment support, and an employer-sponsored 401(k) with a 2% company match.

Hiring process

• Participate in a two-week cross-functional onboarding program after joining.