Director, Product Support - LATAM

Location: São Paulo, Brazil, with a hybrid work model and regular office attendance. The role provides coverage for the US Pacific Team, may require extended weekend coverage for customer escalations or business needs, and includes up to 20% global travel.

Company

hirify.global provides an AI-powered experience orchestration platform connecting people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Lead global Product Support strategy and operations for mission-critical customer experience solutions.
• Establish KPIs, budgets, forecasts, resource plans, and performance improvement programs.
• Build scalable support processes, tools, and outcome-driven operating models.
• Use AI, digital, self-service, chatbot, virtual assistant, and predictive analytics solutions to improve support efficiency.
• Partner with Product, Engineering, and Customer Success to turn customer feedback into platform improvements.
• Represent Product Support in customer escalations, executive briefings, pre-sales cycles, RFP responses, and industry forums.

Requirements

• 10+ years of progressive leadership experience in technical support, customer success, or customer-facing SaaS operations, preferably in CX technology.
• Experience leading global, high-performing teams across multinational and multicultural environments.
• Expertise in cloud delivery models, digital transformation, and AI-powered support solutions.
• Demonstrated ability to drive customer and business outcomes through operational excellence and organizational change.
• Strong executive communication skills, including experience engaging C-level customers.
• Ability to work regularly from the hirify.global São Paulo office and provide US Pacific Team coverage.

Nice to have

• Experience in the Customer Experience technology space.
• Experience developing leaders and building sustainable leadership pipelines.

Culture & Benefits

• Flexible-first working culture within a global organization.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored employee and family programs.
• Work on AI-powered technology operating at enterprise scale.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Usually no more than five interviews, followed by final-step communication.