Senior Manager Customer Support

TL;DR

Senior Manager Customer Support: Managing a global team of Support Engineers providing 24x7x365 technical support for hirify.global products with an accent on driving high-performance, setting operational standards, and fostering team development. Focus on leading customer escalations, improving service delivery through data analysis, and enhancing customer experience via workflow improvements and self-service offerings.

Location: 100% remote anywhere in the US

Company

hirify.global empowers businesses to make confident decisions based on trusted data through software, data enrichment products, and strategic services.

What you will do

• Manage a technical support team to deliver best-in-class support for hirify.global products.
• Set clear objectives, evaluate progress, and instill a high-performance culture with a focus on teamwork and service excellence.
• Improve standards and procedures within the team to ensure well-defined and operational working practices.
• Build high-performing teams by attracting, developing, and retaining talent.
• Lead customer escalations and coordinate resolution for critical accounts.
• Conduct performance analysis based on support metrics and continuously improve service delivery.

Requirements

• At least 10 years of experience in software technical support.
• Minimum of 5 years successfully leading an Enterprise technical support team.
• Must be a fluent English speaker.
• Proven team leadership and/or crisis management in a technical support environment.
• Exceptional verbal, written, and interpersonal communication skills.
• Ability to collaborate cross-functionally with R&D, Product Management, and other internal teams.

Culture & Benefits

• "Work from anywhere" culture.
• Commitment to career development and opportunities for growth, learning, and building community.
• Celebrates diversity in a distributed environment with a presence in 30 countries.
• Unified by four core company values: Openness, Determination, Individuality, and Collaboration.