Manager Customer Product Support

TL;DR

Manager Customer Product Support: Leading and scaling the APAC Customer Product Support Team with an accent on operational excellence, KPI attainment, and customer escalation management. Focus on coaching, cross-functional collaboration, and driving product and process improvements.

Location: Based in Sydney office with hybrid schedule (office-centric on Tue-Thu)

Salary: 143,000–162,000 AUD base

Company

hirify.global is a leading platform for human + AI collaboration, recognized for workplace culture and innovation with 13+ offices worldwide.

What you will do

• Lead and develop the APAC Customer Product Support Team, managing individual contributors and fostering a coaching culture.
• Own team-wide KPIs including CSAT, SLA attainment, backlog management, and escalations, driving continuous improvements.
• Act as senior escalation point for high-visibility customer issues, coordinating with internal teams and customers.
• Partner with Product Support Engineers to ensure readiness for new product rollouts and features.
• Provide insights and feedback on product issues, customer trends, and process gaps to senior leadership.
• Model excellent communication and strategic influence across customers and internal stakeholders.

Requirements

• Location: Must be based in Sydney office with hybrid attendance Tue-Thu
• 6+ years in customer-facing support or success roles, with 3+ years people leadership in SaaS.
• Experience managing support teams handling SMB to Enterprise customers and high-visibility escalations.
• Strong communication, analytical skills, and ability to use data to identify trends and risks.
• Passion for building high-performing teams and fostering a culture of accountability and customer-first execution.
• Curiosity about AI tools and emerging technologies with willingness to learn and apply them.

Culture & Benefits

• Comprehensive compensation with base salary, equity, and incentives.
• Mental health, wellness, and fitness benefits.
• Career coaching and support.
• Inclusive family building benefits.
• Long-term savings or retirement plans.
• In-office culinary options catering to dietary preferences.