Head of Support

TL;DR

Head of Support: Leading and scaling a high-performing support team and experience for mobile services, focusing on automation, AI integration, and productizing support. Focus on optimizing operational efficiency, managing outsourcing partnerships, and driving customer satisfaction for both subscribers and enterprise clients.

Location: Remote (Global), with optional hubs in San Francisco, London, Amsterdam, and Berlin.

Company

hirify.global is building an operating system for mobile services, enabling tech companies to embed global connectivity into their products.

What you will do

• Lead a high-performing support team across Tier 1–3, focusing on speed, efficiency, and exceptional quality.
• Own outsourcing partnerships to ensure consistent, cost-effective, high-quality service, especially for Tier 1/2.
• Scale “support as a product” for B2B customers, handling end-user support and making it a core offering.
• Automate support processes from root cause detection to resolution by working with AI and product teams.
• Manage incidents and escalations with clear customer communication and strong cross-functional coordination.
• Build long-term processes, tools, and KPIs for scaling across markets and customer segments.

Requirements

• Experience building and scaling support teams that prioritize efficiency, speed, and customer satisfaction.
• A product mindset, treating recurring support issues as product bugs to be eliminated at the root with engineering.
• Excitement for LLMs and agentic workflows, with experience bringing these into production.
• Deep commitment to delivering great customer experiences for both mobile subscribers and enterprise CTOs.
• Ability to run complex operations (internally or via BPOs) and drive down costs without compromising quality.
• Comfort with APIs, telecom concepts, and support tooling (Zendesk, Intercom, etc.).

Culture & Benefits

• Competitive compensation and stock options, viewing employees as true partners in growth.
• Stipends for home office or work setup.
• Budget for learning and development.
• Free phone and international data plan.
• Remote-friendly by design with optional hubs in San Francisco, London, Amsterdam, and Berlin.
• Twice-yearly company gatherings to strengthen bonds and align on big ideas.