Customer Support Manager (RegTech, AI)

TL;DR

Customer Support Manager (RegTech, AI): Building and managing a global customer support team for a cutting-edge Regulatory Intelligence SaaS platform with an accent on handling enterprise client escalations and ensuring 24/7 global support. Focus on optimizing support processes, coaching specialists, and driving continuous improvement in a fast-paced environment.

Location: Hybrid in Manila, Philippines. This role will build and head up the Manila-based Customer Support team to form a key part of hirify.global's 24/7 global support provision, including weekend and holiday cover for clients worldwide.

Company

hirify.global is a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry, delivering services through intuitive SaaS solutions powered by AI.

What you will do

• Recruit, train, mentor, and manage the Manila-based team of support specialists, ensuring 24-hour cover on weekends and international holidays.
• Manage your team as they serve as the first point of contact for enterprise clients, guiding them through challenges via email, phone, or screen share.
• Coordinate the Customer Support incoming case stream and case management processes with other regional support managers.
• Own and manage P1 incidents and escalations, liaising with L3 support and ensuring clear communication.
• Develop cross-functional relationships with Engineering, Product, Content, and Operations teams to drive case resolution.
• Drive continuous improvement in tools, documentation, and processes to maintain high customer satisfaction.

Requirements

• English: B2 required
• 3+ years in a leadership role in a technical support team in a SaaS environment, supporting international enterprise clients.
• 6+ years of customer support experience, providing technical/functional application support to external customers, including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.
• Experience of working and managing 24-hour shift patterns to support 24/7 global operations.
• Experience of coaching and mentoring all levels of Support Specialists on day-to-day work, and providing insights on critical and blocking issues.
• Expertise in handling customer escalations and resolving complex technical issues.
• Strong sense of ownership, exceptional communication and organisational skills.
• Experience in Agile environments and a strong grasp of incident, change, and release management workflows.

Nice to have

• Compliance or consultancy exposure.

Culture & Benefits

• Globally recognized RegTech brand at the forefront of Regulatory Technology.
• Fast-paced, high-performing team that thrives on pushing boundaries and continuous evolution.
• "Make it happen" culture empowering ownership and accelerating personal and professional development.
• Diverse global team of over 700 hirify.globalRs across 19 countries.
• Work alongside some of the brightest minds in AI research and engineering.
• Committed to creating an inclusive environment for all employees.