Manager Customer Support

TL;DR

Manager Customer Support: Leading and scaling a global technical support team for a B2B SaaS company with an accent on AI adoption, automation, and data-driven operational excellence. Focus on building self-service ecosystems, improving SLAs, and driving customer-centric support strategies.

Location: Hybrid in Sydney with remote-first culture

Company

hirify.global provides an agile learning platform for secure coding, trusted by over 600 enterprises globally, with offices in Australia, the US, Belgium, Iceland, and the UK.

What you will do

• Own and execute the support roadmap to scale global operations and improve processes.
• Lead adoption of AI, machine learning, and automation tools to enhance workflows and reduce handling time.
• Build a metrics-driven culture with dashboards and data analysis to optimize staffing and training.
• Develop and maintain a self-service ecosystem in collaboration with Marketing and Product teams.
• Lead and coach a geographically distributed technical support team ensuring global coverage and high performance.
• Collaborate cross-functionally with Engineering, Product, and Professional Services to improve support offerings and customer satisfaction.

Requirements

• Location: Must be able to work hybrid in Sydney or remotely within a remote-first culture.
• 5+ years leadership experience in high-tech B2B SaaS environments.
• 3+ years leading global 24/7 technical support teams.
• Proven experience implementing AI and automation in customer support.
• Strong analytical skills with ability to interpret large datasets and drive operational improvements.
• Experience building and maintaining self-service support programs.

Culture & Benefits

• Unlimited paid time off and paid parental leave.
• Remote-first culture with optional hybrid work in Sydney office.
• Employee share option plan and volunteer leave.
• Employee assistance programs and home office reimbursement.