Head of Support (SaaS)

TL;DR

Head of Support (SaaS): Leading customer support and operations for a growing SaaS organization with an accent on building and maturing support functions for enterprise clients. Focus on optimizing internal processes, enhancing customer experiences, and scaling support operations.

Location: Hybrid position open to candidates living within 25 miles of Denver, CO

Salary: $135K - $160K

Company

hirify.global is a powerful, easy-to-use Compliance as a Service solution, integrating regulatory database sources with core business systems to automate compliance processes.

What you will do

• Build and execute the customer support strategy, defining service levels and customer experience standards.
• Own and evolve workflows that underpin the customer support model.
• Ensure high-quality, timely resolution of support issues.
• Define and track performance metrics for support engineers.
• Lead documentation strategy by building scalable Standard Operating Procedures (SOPs).
• Collaborate with Product, Engineering, and other teams to drive resolution of customer-impacting issues.

Requirements

• 7+ years in Customer Support or Operations within B2B SaaS environments.
• 4+ years managing customer-facing teams.
• Experience with enterprise support tools and practices.
• Strong operational thinking and cross-functional leadership skills.
• Data-driven decision maker with technical aptitude.