Manager, Customer Support (AI)

Location: Austin, TX; hybrid work opportunities. Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is not available.

Company

hirify.global provides digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally.

What you will do

• Lead, coach, and develop Customer Support Representatives; manage performance, difficult feedback, underperformance, and succession planning.
• Set team goals, work plans, KPIs, service-level expectations, operating rhythms, and priorities while balancing quality, capacity, cost, and team health.
• Oversee escalated and sensitive customer issues, advocate for customers, and drive rapid resolution and satisfaction.
• Partner with Product, Engineering, Customer Success, and other departments to reduce case volume, improve time-to-resolution, enhance self-service, and support product releases.
• Define and optimize support processes, workflows, documentation, reporting, and metrics to improve efficiency, scalability, and consistency.
• Use AI fluently, establish team experimentation habits, and connect AI adoption to measurable improvements in quality, efficiency, and time-to-resolution.

Requirements

• Bachelor’s degree in Business, Communications, or a related field with at least 6 years of related experience, or an advanced degree with 4+ years of experience.
• 2–4 years of experience managing and developing employees, including delivering difficult feedback and managing underperformance.
• Leadership experience managing customer support or service teams in SaaS, technology, or financial services.
• Experience driving customer satisfaction, retention, and operational excellence.
• Excellent written and oral English communication, presentation, and interpersonal skills, including communication with senior leaders and external stakeholders.
• Analytical ability to interpret support data and implement actionable improvements; experience managing escalations and complex or sensitive customer issues.
• Strong organizational and project management skills, including managing competing priorities and leading through change and ambiguity.
• Knowledge of support tools, CRM or ticketing systems, and customer service delivery best practices.
• Demonstrated AI fluency and a track record of, or strong interest in, driving experimentation and AI adoption within a team.

Culture & Benefits

• Hybrid work opportunities and flexible time off.
• Career development and mentoring programs.
• Health and wellness benefits, including health insurance and paid parental leave for eligible new parents.
• Community volunteering, company philanthropy, and employee peer recognition programs.
• Supportive, inclusive environment focused on collaboration, career growth, accountability, and professional and personal well-being.