Account Service Manager - Toronto (CN Bilingual)

Location: Remote, associated with Markham, Ontario, Canada; Toronto coverage

Company

hirify.global develops autonomous mobile-robot solutions that automate picking, moving, and sorting tasks in warehouses and supply chains.

What you will do

• Respond to customer inquiries, service requests, complaints, and S1/S2 escalations.
• Manage service tickets, monitor open issues, coordinate follow-ups, and drive issue closure.
• Escalate complex technical problems and maintain clear communication with customers.
• Collect customer feedback, monitor service coverage, and collaborate on product and customer-experience improvements.
• Support RCA and CR documentation, meetings, approvals, deliverables, and post-mortem reviews.
• Manage account and project profitability, service sales, orders, invoicing, revenue tracking, and payment collections.

Requirements

• At least 2 years of customer service experience, preferably in a technical, engineering, software, or automation-related field.
• Strong communication and interpersonal skills with a customer-oriented approach.
• Ability to diagnose and resolve basic technical issues.
• Familiarity with ticket systems and service-ticket practices.
• Bilingual Chinese and English communication skills required.
• Ability to adapt communication to different customer profiles and work with sales, technical support, operations, and engineering teams.

Culture & Benefits

• Collaborative, technology-focused environment centered on teamwork and customer outcomes.
• Action-oriented culture that encourages practical problem-solving and new approaches.
• Opportunity to support robotics deployments and customer operations at scale.
• Equal opportunity employment environment.