Customer Support Operations Lead (SaaS)

TL;DR

Customer Support Operations Lead (SaaS): Leading and scaling customer support operations by optimizing processes, analyzing performance metrics, and enhancing customer and agent experience with an accent on AI support strategy and tooling management. Focus on designing scalable initiatives, driving customer support strategy, and partnering cross-functionally to improve data-driven decision making.

Location: Remote (United States only)

Salary: $96,400-$144,600

Company

hirify.global is a SaaS company providing a centralized cloud-based platform for accounting and back-office operations in the restaurant industry.

What you will do

• Track, analyze, and communicate performance metrics to identify trends and provide actionable insights.
• Define tooling requirements and act as a business owner of Freshdesk and related support tools.
• Streamline support processes by designing workflows and automations to improve efficiency and customer experience.
• Refine AI support strategy to enhance customer help and agent efficiency.
• Drive customer support strategy to impact renewals, retention, and overall success.
• Partner cross-functionally on data and systems projects to align metrics and improve tooling.

Requirements

• Must have 5+ years of SaaS business experience and 3+ years in Customer Support or Success Operations.
• Strong analytical skills with experience in Freshdesk or equivalent ticketing systems.
• Proven ability to design and implement process and system improvements.
• Proficiency in project management and advanced data analysis tools.
• Excellent communication skills and ability to work autonomously in a high-growth environment.
• Location requirement: Must be based in the United States to work remotely.

Culture & Benefits

• Comprehensive medical benefits fully paid for employees.
• 401k plan with matching contributions.
• Equity option grant.
• Unlimited PTO and company holidays.
• Wellness initiatives.