Manager, Customer Support (B2B SaaS)

Location: Hybrid schedule from the São Paulo office.

Company

hirify.global is a customer engagement platform that helps brands deliver personalized experiences through cross-channel messaging, journey orchestration, and AI-powered decisioning.

What you will do

• Lead, mentor, and coach a local team of technical support specialists.
• Conduct 1:1s, provide actionable feedback, support career development, and set and review team OKRs.
• Monitor CSAT, CES, first-response, and resolution-time metrics to meet or exceed targets.
• Handle complex technical escalations, drive root-cause resolution, and align internal and external stakeholders.
• Partner with global support leaders, Customer Success, Product, and Engineering across regions and time zones.
• Improve documentation, standardize processes, and promote knowledge-centered support practices.

Requirements

• Demonstrated experience managing and mentoring technical support teams, preferably in a high-growth B2B SaaS environment.
• Experience recruiting, onboarding, and managing performance while building a collaborative, growth-oriented culture.
• Deep expertise in critical, time-sensitive technical escalations, case management, and knowledge-centered support processes.
• Solid understanding of support KPIs, including CSAT, CES, and time to resolution, with experience standardizing support workflows.
• Proficiency with ticketing and CRM platforms such as Salesforce and Zendesk.
• Exceptional written and verbal English communication skills, including the ability to explain complex technical concepts to technical and executive audiences.
• Ability to work a hybrid schedule from the São Paulo office.

Nice to have

• Exposure to HTML, CSS, JavaScript, APIs, SQL, Postman, Snowflake, or Kibana.

Culture & Benefits

• Hybrid ways of working with a curated in-office experience focused on community, connection, and innovation.
• Competitive compensation that may include equity, retirement benefits, and an employee stock purchase plan.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services including fertility benefits and equal paid parental leave.
• Professional development through career pathing, learning platforms, and a yearly learning stipend.
• Employee Resource Groups, volunteer opportunities, donation matching, and a collaborative culture.

Hiring process

• AI-assisted tools may be used to analyze application materials and support scheduling, interview recording, and interview-note summaries.
• Recruiting teams remain responsible for hiring decisions; candidates may request an opt-out or manual review where applicable.