TL;DR

Customer Care Manager (Customer Experience): Managing and scaling a high-performing Customer Care team and driving data-led improvements to customer and support processes with an accent on building foundational CX programs. Focus on leading performance management, owning workflow iteration, and overseeing escalation and feedback loops.

Location: %hirify_global%, work from anywhere globally

Salary: $35,350–$79,550 USD (annual)

Company

%hirify_global% is a global HR platform making it easy for businesses to recruit, pay, and manage international teams compliantly.

What you will do

Manage, hire, and develop a high-performing team of Customer Care specialists.
Lead performance management by setting clear goals and providing structured feedback.
Drive data-led improvements by tracking metrics and investigating customer data.
Own the iteration of core workflows, support systems, and internal processes.
Oversee escalated customer issues and ensure learnings are integrated into product and training.
Lead the Customer Care Partnership Support Program for strong CX metrics.

Requirements

Bias toward action in early-stage environments, proactively solving problems.
Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments.
Strong operational thinking and program management skills to lead initiatives.
Ability to use data and metrics (including root cause analysis and KPIs) to inform decisions.
Experience mentoring and leading high-performing teams, including performance management.
English: B2 required for all communication and application.

Culture & Benefits

Fully %hirify_global%, work from anywhere with flexible working hours and paid time off.
16 weeks paid parental leave and mental health support services.
Stock options, learning budget, home office budget, and IT equipment.
Emphasis on async work and a healthy life-work balance.
Opportunity to work in a globally distributed, diverse team.

Hiring process

Multiple interview stages including recruiter, manager, leadership, and executive panels.
Includes a Bar Raiser Interview.