Director of Customer Support (SaaS)

Location: Remote, US; travel to team and company offsites is expected, with hybrid and remote models based on proximity to office hubs.

Company

hirify.global provides all-in-one cloud-based software for auto repair shops, combining shop management, payments, and customer engagement tools.

What you will do

• Lead customer support quality, customer satisfaction, and operational performance across phone, chat, email, and AI-assisted channels and Tiers 1–3.
• Design and improve QA programs, scorecards, calibration, sampling, coaching, and corrective actions based on customer feedback and escalations.
• Own efficiency metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact; partner with Operations on forecasting, staffing, scheduling, and capacity planning.
• Build the support organization through hiring, onboarding, training, coaching, career paths, performance management, and retention initiatives.
• Develop the support strategy, multi-year roadmap, headcount plan, and organizational design while reporting performance and recommendations to executive leadership.
• Partner with Product, Engineering, Customer Success, and Sales on root-cause fixes, Tier 3 escalations, incident communication, self-service, and support technology improvements.

Requirements

• 8+ years of experience in customer support or contact center operations, including 5+ years leading managers or a multi-tier support organization.
• Proven success improving CSAT and quality through a structured QA program across multiple channels and Tiers 1–3.
• Experience building career paths, training programs, and coaching frameworks that improve retention and performance.
• Strong analytical skills with experience using KPIs and dashboards to drive decisions.
• Experience managing a department, including headcount planning and forecasting.
• Hands-on experience with Salesforce, Zendesk, Intercom, or similar support platforms.
• Exceptional communication and executive presence, with the ability to translate operational data into leadership-ready insights.
• Background in SaaS or technology-sector support organizations.

Nice to have

• Experience implementing or optimizing AI and automation in support, including chatbots, deflection, or AI-assisted QA.
• Experience with QA and conversation intelligence tools such as Gong.
• Experience scaling a support team through rapid growth.
• Familiarity with automotive or other vertical SaaS industries.

Culture & Benefits

• Remote work with expected travel to several team and company-wide offsites each year.
• Flexible PTO, paid maternity, parental bonding, and medical leave.
• Medical, dental, vision, prescription, mental health, life, and AD&D insurance; employee-only health plans cover 100% of premiums and family plans cover 50% of costs.
• 401(k) plan with 100% employer matching on contributions up to 6%, plus FSA and HSA options.
• Up to $60 per month for wellness expenses and a $300 home office setup bonus after one year of employment.
• Continuing education support and an inclusive, collaborative, ownership-oriented work environment.