Manager, Customer Support (AI)

Location: New York City, New York; hybrid work policy with 3 days in office

Base salary: $109,800–$133,200 per year, plus eligible variable incentive compensation and equity.

Company

hirify.global provides an AI-powered operating system for real estate investing, combining institutional real estate listings, investment data, and intelligent execution workflows.

What you will do

• Build the customer support strategy, coverage model, ticket taxonomy, prioritization framework, and service-level commitments from the ground up.
• Evaluate and implement support tooling, including ticketing, help center, knowledge base, reporting, and self-service capabilities.
• Define and monitor SLAs and metrics such as first response time, resolution time, CSAT, backlog, and reopen rate.
• Personally own the support queue, resolve customer issues, manage escalations, and identify recurring problems.
• Partner with Customer Success, Implementation, Product, and Engineering to improve handoffs, resolve product issues, and reduce customer friction.
• Hire, coach, and develop the support team while establishing quality reviews, queue reviews, and operating rhythms.

Requirements

• Bachelor's degree or higher.
• 5–8 years of experience in customer support, technical support, or customer operations at a SaaS or technology company.
• 3+ years of people management experience, including hiring, developing, and leading a support team.
• Experience building or significantly maturing a support function, including tooling, SLAs, metrics, and repeatable processes.
• Experience administering support platforms such as Zendesk, Intercom, or Freshdesk, plus knowledge base or help center tools.
• Strong communication, problem-solving, data analysis, Excel or Google Sheets, and cross-functional collaboration skills.

Nice to have

• Experience scaling a customer support program from 0 to 1.
• Experience supporting commercial real estate firms, asset managers, private equity, private credit, or investment managers.
• Familiarity with SQL, Salesforce, Asana, Gong, and AI-assisted support or deflection.

Culture & Benefits

• Hybrid work policy with 3 days in office.
• Medical, dental, and vision insurance.
• HSA and FSA options, 401(k), paid parental leave, and flexible time off.
• Commuter benefits and monthly wellness reimbursement.
• Variable incentive compensation and eligibility for the equity plan.

Hiring process

• Interviews are conducted by video conference.
• Interview sessions may use AI-assisted transcription tools for internal note-taking and evaluation.