Manager, Customer Support (SaaS)

Location: Remote - US

Salary: $81,000–$88,500 USD per year

Company

hirify.global provides vertical software and embedded payments technology, while Arryved delivers SaaS point-of-sale solutions for the craft beverage and hospitality industry.

What you will do

• Lead the customer support team by setting goals, assigning work, conducting one-on-ones, coaching performance, and building an accountable, inclusive culture.
• Manage hiring, onboarding, development, performance reviews, recognition, and performance concerns across the employee lifecycle.
• Set service standards, staffing plans, schedules, on-call rotations, and holiday coverage to maintain service levels.
• Own support KPIs including response time, CSAT, FCR, ticket backlog, and quality; identify root causes and implement improvement plans.
• Manage complex and high-impact customer escalations, coordinate resolution ownership, and guide technical and operational escalation paths.
• Improve workflows, knowledge base content, quality assurance, training, customer-risk response, and readiness for new product features in partnership with Product, Engineering, Customer Success, and Sales.

Requirements

• 4+ years of progressive experience in customer support, technical support, customer success, or a related software environment, including team lead, supervisor, or people manager experience.
• 1–2 years of experience leading or supervising employees, with accountability for team results, coaching and development, workload coordination, and performance feedback.
• Experience conducting performance reviews, setting measurable expectations, providing documented feedback, addressing underperformance, and creating development plans.
• Experience hiring, onboarding, and retaining employees and building inclusive, collaborative team cultures.
• Experience monitoring team KPIs, service-level performance, ticket queues, or team capacity and using data to support improvement plans.
• A process-oriented mindset with experience building and optimizing workflows, support documentation, quality practices, and training programs.
• Experience leading escalations and partnering with Product, Engineering, Customer Success, or Sales to resolve customer and operational issues.
• Familiarity with Zoho Desk, Salesforce, or comparable ticketing and customer-management platforms.
• Experience supporting software systems.
• People leadership, judgment, analytical, communication, cross-functional influence, facilitation, conflict-resolution, change-management, and foundational technical troubleshooting skills.

Nice to have

• Experience supporting a customer or technical support team.
• Experience in SaaS, point-of-sale, hospitality technology, or another operationally complex customer environment.

Culture & Benefits

• Remote work arrangement within the US.
• Inclusive workplace valuing diversity of thought, experience, and background.
• Work focused on helping small and medium-sized businesses grow through software and payment solutions.