Customer Support Team Lead (SaaS)

Location: Hybrid in Draper, Utah; in-office attendance required on Mondays, Wednesdays, and Fridays.

Company

hirify.global is a fast-growing SaaS company building practice management software for accounting firms.

What you will do

• Monitor real-time queue health across chat, phone, and email, rebalancing assignments and coverage to maintain response-time targets.
• Resolve complex customer issues and escalate cases to Technical Support, Payments Support, or leadership.
• Coach Specialists through conversation reviews, call listening, direct feedback, and biweekly one-on-ones.
• Coordinate daily coverage, shift swaps, PTO adjustments, breaks, and phone queue routing.
• Lead new-hire shadowing and nesting programs while evaluating ramp progress.
• Coordinate outage communications, maintain support knowledge content, and help implement AI tools and process improvements.

Requirements

• At least 2 years of experience in Customer Support or a Contact Center environment, including 1 year in a senior, mentor, or lead capacity.
• Demonstrated experience coaching peers, raising team standards, and providing growth-oriented feedback.
• Ability to analyze real-time queue data, adjust coverage, prioritize urgency, and make escalation decisions.
• Experience with modern support and business platforms such as Intercom, Salesforce, Jira, Slack, and Google Suite.
• Strong written and verbal communication skills, self-direction, and the ability to solve ambiguous problems.
• Availability for a standard 40-hour Monday–Friday schedule and in-office work in Draper on Mondays, Wednesdays, and Fridays.

Nice to have

• Experience in accounting, tax, or B2B SaaS software.
• Familiarity with workforce management, staffing models, and scheduling against arrival patterns.
• Experience running QA or conversation-review programs and calibrating scores.
• Experience training an AI support assistant or maintaining knowledge-base content at scale.

Culture & Benefits

• Flexible paid time off and 10 company holidays.
• Medical, dental, and vision coverage with HSA matching.
• 401(k) match of 100% up to 3% of employee contributions, with immediate eligibility and 100% vesting.
• Mental health resources, paid parental leave, disability coverage, and company-paid basic life and AD&D insurance.
• Peer recognition, employee resource groups, company events, and a stocked kitchen.
• Values centered on ownership, customer delight, curiosity, candor, accountability, and startup-speed execution.

Hiring process

• Application review followed by a 20-minute phone call with the People Team.
• 45–60-minute video or in-person interview with the Hiring Manager.
• One to three additional interviews followed by a final interview.