Senior Customer Support Manager (Robotics)

Location: Hybrid role based at the Corporate Headquarters in Wilmington, MA, with three days onsite per week; candidates must be local to the area. Relocation assistance is not available. Standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. ET, with flexibility to support critical incidents outside regular business hours.

Salary: $100,000–$200,000 annually, plus bonus and equity.

Company

hirify.global builds AI-powered systems and intelligent robots that use real-time decision-making and autonomous robotics to improve global supply chain operations.

What you will do

• Lead, coach, and develop the Robotics Support Specialists team, setting expectations, accountability, and development plans.
• Own daily technical support operations, SLA performance, workforce planning, and capacity requirements.
• Lead critical incident response, P1 escalations, cross-functional coordination, customer communication, resolution, and follow-through.
• Drive operational excellence, automation, continuous improvement, and scalable support delivery.
• Partner with Engineering, Customer Success Management, Field Services, and other stakeholders to resolve recurring issues and improve the customer experience.
• Establish case ownership and follow-up standards, review Salesforce dashboards, and maintain troubleshooting and customer communication playbooks.

Requirements

• 5+ years of experience leading technical support teams for integrated hardware and software solutions.
• Proven experience leading high-priority customer escalations and major incident (P1) response, including cross-functional coordination, communication, and recovery.
• Exceptional communication and leadership skills, including the ability to navigate complex technical challenges and drive positive customer outcomes.
• Experience developing team leads and technical specialists, setting clear performance expectations, and driving performance improvement.
• Flexibility to support a 24/7 operational environment as critical incidents and team handoffs require.
• Excellent written and verbal English communication skills, with the ability to explain technical concepts, issues, and tradeoffs to technical and non-technical audiences.
• Must be eligible to work in the United States. The company does not sponsor new initial H-1B lottery filings.

Culture & Benefits

• Meaningful work with real-world impact through robotics and AI-powered supply chain technology.
• Continuous learning and career growth opportunities.
• Hybrid work arrangement with three onsite days per week at the Wilmington headquarters.
• Base salary includes eligibility for bonus and equity.
• Equal opportunity employer.