Director, Product Support (AI)

TL;DR

Director, Product Support (AI): Leading a global Product Support organization, developing and executing support strategies aligned with business objectives, and ensuring delivery of mission-critical CX solutions. Focus on leveraging AI, digital, and self-service solutions to transform customer support experience, driving efficiency, and proactive resolution across global teams.

Location: Hybrid (Manila, Philippines) with responsibility for APAC team coverage and up to 20% global travel.

Company

hirify.global empowers over 8,000 organizations worldwide to create the best customer and employee experiences using an AI-powered Experience Orchestration platform.

What you will do

• Provide input for organizational planning, budgets, and training to global leadership.
• Lead a global Product Support organization, fostering a culture of customer obsession and continuous improvement.
• Develop and execute support strategies aligned with business objectives, focusing on customer value.
• Ensure world-class reliability and responsiveness for mission-critical CX solutions.
• Leverage AI, digital, and self-service solutions to transform the customer support experience.
• Partner with Product, Engineering, and Customer Success to drive innovation based on customer feedback.

Requirements

• 10+ years of progressive leadership experience in technical support or customer-facing SaaS operations, preferably in CX technology.
• Strong track record of leading global, high-performing teams in fast-paced environments.
• Experience with multi-national business cultures and global teams.
• Expertise in cloud delivery models, digital transformation, and AI-powered support solutions.
• Exceptional communication and executive presence, with experience engaging directly with C-level customers.
• Ability to travel up to 20% globally.

Culture & Benefits

• Independence to make a larger impact and take ownership of work.
• Culture of empathy and collaboration.
• Focus on coaching, empowerment, and growth for top talent.
• Great benefits and perks like larger tech companies.
• Opportunities to drive customer loyalty, growth, and retention.