Customer Experience Program Manager: Product Support

Location: Remote; applicants must be legally authorized to work in the United States for any employer without current or future need for visa sponsorship. Remote-first US-based team with quarterly in-person offsites.

Salary: $100,000–$125,000 per year

Company

hirify.global is building secure digital identity, identity verification, and account protection products that help enterprises reduce fraud, streamline onboarding, and deliver secure user experiences.

What you will do

• Own the CX operating cadence, including planning, escalation reviews, cycle input, and program artifacts.
• Route inbound tickets, questions, and feature requests; maintain triage rules, severity definitions, routing logic, and acknowledgement and response SLAs.
• Report on queue health, including volume, acknowledgement time, first-response time, aging, and load concentration.
• Run the CX side of engineering cycle planning by structuring escalations and feature requests, tracking commitments, and closing the loop with CSMs and customers.
• Own L1 ticket resolution and customer support onboarding; maintain runbooks, canned responses, and self-service answers.
• Administer the support platform and help build the CX side of hirify.global’s AI program for triage, summarization, drafting, and status synthesis.

Requirements

• 3+ years in support operations, CX or service program management, technical support, or business operations.
• Hands-on experience running a support queue, including triage, routing, SLA management, and reporting.
• Experience administering a support or ticketing platform such as Pylon, Linear, Intercom, or a similar system.
• Comfort with technical subject matter, including reading error logs, following integration conversations, and summarizing technical issues for non-technical audiences.
• Clear, brief writing under time pressure, including communication with enterprise customers.
• Sound judgment when handling customer, security, and commercial information.
• Fluency with modern software tooling and a genuine appetite for AI assistance in daily work.
• Legal authorization to work in the United States for any employer without current or future need for visa sponsorship.

Nice to have

• Security, identity, or B2B SaaS experience.
• Knowledge of IAM concepts.
• Experience coordinating support with engineering on bug intake and release cycles.
• Experience building a knowledge base or triage taxonomy.
• SOC 2 or customer security questionnaire experience.

Culture & Benefits

• Opportunity to own CX operations end to end as the first dedicated CX operations owner at a fast-growing security company.
• Flexible paid time off and flexible schedules.
• Comprehensive medical, dental, and vision benefits.
• 401(k) program with employer matching.
• Meaningful equity ownership.
• New computer hardware and equipment, with quarterly in-person offsites for the remote-first US-based team.