Customer Solutions Manager (MarTech)

Location: Columbus, Ohio; hybrid work with three days per week in the office

Salary: $90,000–$110,000 per year, plus a 5% variable annual bonus and potential RSU grant.

Company

hirify.global provides a commerce partnership marketing platform that helps brands manage affiliate, influencer, content publisher, ambassador, and customer referral partnerships.

What you will do

• Manage daily operations for the Columbus support team and ensure performance against customer satisfaction, resolution, response-time, and SLA KPIs.
• Lead, coach, mentor, and develop Support Specialists through structured feedback, performance reviews, career pathing, and accountability processes.
• Own complex customer escalations and communicate customer insights to Product, Engineering, and other cross-functional partners.
• Establish reporting cadences, review operational and people metrics, and use data to improve capacity, QA, coaching, and team performance.
• Lead the rollout of GenAI and automation tools so support specialists can focus on investigation, problem-solving, and empathetic customer interactions.
• Recruit, onboard, and scale the team while coordinating with support managers across EMEA, APAC, and NAM.

Requirements

• Proven experience managing support teams in BPO operations or high-volume customer support environments.
• Experience with CRM platforms such as Freshdesk or Zendesk and structured QA frameworks.
• Experience building high-performing teams and managing formal performance processes, including performance improvement plans.
• Strong operational, analytical, reporting, and data-driven decision-making skills.
• Understanding of AI and automation as tools for improving support operations; engineering experience is not required.
• Direct, structured written and verbal communication skills with effective cross-functional stakeholder management.

Nice to have

• Experience in a fast-paced SaaS company.
• Familiarity with MarTech, affiliate marketing, creator marketing, or partnership marketing.
• Affiliate and Partnerships Industry Fundamentals Certification.

Culture & Benefits

• Medical, dental, and vision insurance, flexible spending accounts, and a 401(k).
• Responsible PTO policy, flexible working environment, and work-life balance support.
• Mental health and wellness benefits, including covered therapy or coaching sessions and gym reimbursement.
• RSU eligibility with a three-year vesting schedule, subject to Board approval.
• Free Coursera and PXA courses, paid parental leave, technology support, and home-internet allowance.
• Office catering, snacks, and coffee available on office days.