X Support Lead

TL;DR

X Support Lead: Leading and managing the Manila Support Center for global Safety operations, focusing on content moderation and customer support with an accent on AI-based automation and data-driven operational improvements. Focus on building a high-performing team, optimizing workflows, and aligning global Safety strategies.

Location: Onsite in Manila, Philippines

Company

hirify.global is focused on creating AI systems to understand the universe and support humanity's pursuit of knowledge, operating with a flat structure and emphasizing engineering excellence and initiative.

What you will do

• Oversee frontline Safety operations in Manila, including content moderation and customer support, ensuring adherence to policies and high performance.
• Coordinate daily operations and ensure compliance with productivity metrics and local regulations.
• Serve as liaison between Manila and global X Support Centers to align Safety strategies.
• Collaborate with engineering and data science teams to implement AI tools and optimize workflows.
• Analyze operational data using SQL or Python to drive improvements.
• Manage and mentor supervisors and Safety Agents to foster growth and retention.

Requirements

• Must work onsite in Manila and travel as needed.
• 10+ years managing large-scale global customer service or Safety operations (250+ employees).
• Proficiency in data analysis with SQL or Python.
• Strong understanding of AI and automation technologies.
• Experience with crisis management and navigating ambiguity.
• Strong communication skills and ability to build relationships with diverse stakeholders.

Nice to have

• Experience leading service centers in Manila and managing technological change.
• Background in content moderation or Safety operations in tech platforms.
• Experience building or scaling operations from scratch.
• Advanced degree such as MBA preferred.

Culture & Benefits

• Flat organizational structure emphasizing hands-on contribution and initiative.
• Focus on engineering excellence and strong prioritization skills.
• Inclusive and high-performing team environment.