Customer Support Team Manager (SaaS)

TL;DR

Customer Support Team Manager (SaaS): Leading and developing a high-performing North American support team with an accent on customer satisfaction, operational efficiency, and team performance. Focus on managing critical escalations, driving continuous learning, and optimizing team capacity.

Location: Fully Remote within USA (Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas, Utah) or Canada (Ontario, Quebec)

Company

hirify.global is a product company powering 11,000 hair and beauty salons globally with its software platform.

What you will do

• Lead and develop a high-performing team of support agents, providing coaching and 1:1s to optimize performance.
• Ensure the team meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency.
• Manage critical escalations, serving as the primary regional point of contact and collaborating with global stakeholders.
• Monitor team capacity and proactively identify hiring needs, working with Talent Partners.
• Drive continuous learning and development by onboarding new hires and delivering ongoing training.
• Act as a subject matter expert on the salon management software, supporting the team and clients.
• Engage with senior leadership by providing insights on team performance, customer satisfaction, and strategic opportunities.

Requirements

• 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment.
• 5+ years of direct customer-facing experience.
• 3+ years of experience managing a technical team of 10+ people in a support function.
• Strong knowledge of both Mac and Windows operating systems.
• Hands-on experience with POS software.
• Proficiency with Zendesk, Slack, Jira, and Notion.
• Ability to work in a quiet, distraction-free environment during shifts.

Nice to have

• Experience collaborating with Product & Development teams.
• Background in internal training and team development.
• Experience working with premium and high-value clients.

Culture & Benefits

• Work on cutting-edge projects and contribute to technological innovation.
• Make a meaningful impact on millions of users in the beauty industry.
• Join a diverse and inclusive team that fosters a culture of learning and growth.
• Benefit from flexible work arrangements to maintain a healthy work-life balance.
• Access ample opportunities for skill enhancement, career advancement, and industry events.
• Be part of a company with a unique culture that radiates positivity and support.