Sr. Manager of Support Operations, Inspection (AI)

Location: Remote within the United States, excluding Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, and West Virginia; non-Seattle Washington location indicated

Salary: $116,300–$162,800 annually

Company

hirify.global is a vertical software and insurance platform serving the home-buying, home services, and homeowners insurance markets through products used by home inspectors, mortgage companies, and title companies.

What you will do

• Own daily support performance across chat, email, and phone, including SLA, CSAT, quality, first-response time, resolution time, and productivity.
• Lead a distributed support organization with U.S.-based and international staff across multiple time zones.
• Build workforce plans, shift coverage, staffing models, operating rhythms, and performance reporting.
• Manage Intercom workflows, reporting, administration, Five9 phone operations, CRM support tooling, and mobile-platform troubleshooting.
• Define and execute the AI support roadmap, including FIN AI resolution, human handoffs, self-service, and automation measurement.
• Own the support budget and represent Support Operations in partnership with Customer Success, Product, and Engineering.

Requirements

• 7+ years of progressive experience in support, contact center, or customer operations leadership, including management of managers or frontline teams.
• Experience managing distributed or remote teams, ideally including international or offshore staff across multiple time zones.
• Hands-on experience with Intercom ticketing workflows, reporting, and administration.
• Direct experience configuring, tuning, and measuring Intercom FIN AI or a comparable AI support agent in production.
• Experience with Five9 or a comparable cloud phone or contact center platform, plus CRM and mobile software support.
• Experience owning support KPIs, budgets, labor costs, and outsourced staffing costs, with strong written and verbal communication skills.

Nice to have

• Experience in home inspection, real estate, or home services.
• Experience supporting multiple brands or business units with different operating needs.
• Experience scaling AI-driven deflection, self-service, or support automation.
• Familiarity with workforce management and quality assurance tooling.
• Experience managing offshore or outsourced support vendors or BPOs.

Culture & Benefits

• Remote work with a distributed support organization and international workforce.
• Medical, dental, and vision plan options, plus voluntary critical illness, hospital indemnity, and accident plans.
• Health Savings Account, Flexible Spending Accounts, life and disability insurance, and 401(k) plans with a discretionary employer match.
• Flexible paid vacation, typically nine company-paid holidays, paid sick time, and paid parental leave.
• Employer-paid wellbeing programs, wellness challenges, mental health resources, and lifestyle discounts.
• Eligibility for long-term incentive awards subject to program guidelines and approvals.

Hiring process

• Application review by the Talent Acquisition team.
• Initial conversation about experience, followed by possible virtual interviews.