Manager Product Support

TL;DR

Manager Product Support (Customer Support): Leading and developing a high-performing support team focused on delivering premium customer experiences for enterprise SaaS customers. With an accent on team leadership, operational improvements, and managing complex escalations. Focus on driving strategic direction, cross-functional collaboration, and enhancing support methodologies.

Location: Hybrid role based in London, United Kingdom or Tel Aviv, Israel

Company

hirify.global is a leading software company focused on making design accessible to all by building a unified AI-native platform that bridges AI capabilities and human creativity.

What you will do

• Build, lead, and develop the Support team to deliver high-quality customer experiences.
• Manage and coach the team to meet critical KPIs, driving clarity and accountability.
• Partner with Product Support Operations to implement operational improvements for scalable support.
• Collaborate with leadership to manage high-value customers and complex account transitions.
• Use data and trends to identify opportunities, anticipate risks, and inform strategic decisions.
• Manage high-visibility escalations with urgency and cross-functional partnership.

Requirements

• Location: Must be based in or able to work hybrid from London, UK or Tel Aviv, Israel
• 4+ years leading support teams in technical SaaS environments serving enterprise customers.
• Strong people leadership and experience building results-driven teams.
• Hands-on understanding of enterprise technical concepts including SSO, SCIM, APIs, provisioning, domain management, and security workflows.
• Experience driving enterprise support initiatives in fast-paced, hyper-growth organizations.
• Proven ability to partner cross-functionally with Sales and Engineering teams.

Nice to have

• Experience using node-based design products.

Culture & Benefits

• Support for diversity and inclusion with equal opportunity employment.
• Reasonable accommodations for individuals with disabilities during hiring and employment.
• Hybrid work model with in-person onboarding requirement.
• Focus on continuous learning and growth.