Support Operations Manager (AI)

Location: In office in Los Angeles, CA or San Francisco, CA; based in the San Francisco or Los Angeles area

Salary: $175,000–$185,000 base salary for roles based in San Francisco and Los Angeles; final offers vary by location, experience, expertise, and role scope

Company

hirify.global provides tools that help creators, artists, entrepreneurs, brands, and organizations curate, grow, and monetize their digital presence through a single link.

What you will do

• Own BPO performance and day-to-day delivery, including service levels, productivity, quality, and partner team development.
• Forecast demand and translate workload, AI resolution, and team availability into staffing, scheduling, coverage, and hiring plans.
• Design and improve support workflows, routing, tiering, and SLAs across AI and human support.
• Own the performance and continuous improvement of support AI, automation, support tooling, workflows, and integrations.
• Build reporting and insights across BPO and AI operations, turning data into priorities for Product and Engineering.
• Oversee quality assurance and calibration, lead responses to incidents and ticket surges, and build playbooks and handover processes for sustained improvements.

Requirements

• 5–7 years of experience in support operations, CX operations, or a related field, including leading operational programs at a high-growth technology or consumer company.
• Deep expertise in support metrics, workforce management, and capacity planning, with a track record of efficiently achieving service levels at scale.
• Hands-on experience administering support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar, and building workflows, routing, and automations.
• Proven results deploying AI or automation in support, including self-service, bots, or agent assistance, with measurable impact on deflection, speed, or quality.
• Strong analytical skills, including building dashboards and models in spreadsheets and BI tools.
• Ability to influence cross-functional partners and senior leaders without direct authority and communicate clearly in writing.
• Availability for a 12-month fixed-term engagement and ability to be based in the San Francisco or Los Angeles area.

Nice to have

• SQL experience.

Culture & Benefits

• Global team with offices in London, Los Angeles, Melbourne, and San Francisco.
• Flexible work culture with async collaboration, autonomy, and a family-friendly, Zoom-casual environment; this role is specified as in-office.
• Annual wellbeing allowance for fitness, development courses, childcare, travel, charitable donations, pet insurance, or home-office setup.
• For US-based employees, 100% coverage of employee monthly medical, dental, vision, disability, and life insurance premiums and 80% coverage for dependents.
• Employer retirement contributions, generous paid time off, parental leave, volunteer time, and other leave categories.
• Employee stock option program and an inclusive equal-opportunity workplace.