Manager, Product Support (AI)

Location: Illinois, United States; hybrid. The role aligns with the managed team's shifts in a 24x7x365 support operation, with minimal on-call shifts.

Salary: $132,000–$198,000 annually, plus an annual performance bonus and long-term incentives.

Company

hirify.global develops SaaS products for the legal data intelligence industry.

What you will do

• Lead daily customer incident and request handling across one or more product verticals or a defined shift.
• Monitor support performance, ticket queues, KPIs, service-level objectives, quality, and customer satisfaction.
• Manage hiring, onboarding, coaching, 1:1s, performance reviews, improvement plans, and career development.
• Coordinate staffing and coverage with Workforce Management, including early and late shifts and required on-call coverage.
• Drive adoption of AI tools for support operations and management work, measuring impact on resolution time and quality.
• Partner with Product, Engineering, Support Architects, senior managers, and global teams on escalations, product issues, and continuous improvement.

Requirements

• At least 3 years of experience leading or managing a team or department in a technical support environment.
• Experience managing technical support teams and collaborating with Product and Engineering to resolve product issues.
• Strong technical background with understanding of SaaS products and technical troubleshooting; deep hands-on hirify.global expertise is not required.
• Client-focused approach with excellent written and verbal communication skills.
• Experience with support tools such as Salesforce and Jira, including ticket queues in a high-volume environment.
• Ability to manage team workload, coverage, ticket reassignment, service-level objectives, quality goals, and department metrics.
• Required skills include team leadership, people management, coaching and development, customer support operations, process improvement, KPI management, Agile Methodology, Market Research, Product Launches, Product Management, Product Strategies, Requirements Gathering, Risk Management, Strategic Planning, and User Experience (UX).

Nice to have

• Experience coaching and mentoring teams while developing technical and product knowledge.
• hirify.global experience or legal data intelligence industry knowledge.
• Experience with ITIL standards and best practices.

Culture & Benefits

• Hybrid work in Illinois within a 24x7x365 support operation covering the US and EMEA.
• Shift alignment is confirmed during the interview process; minimal on-call work is required.
• Competitive base salary, annual performance bonus, and long-term incentives.
• Commitment to fair and equitable compensation practices, with final pay based on experience, qualifications, skills, and internal pay equity.