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.