Customer Care Manager (Customer Experience)

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.