Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Building and managing the Manila-based Customer Support team to provide 24/7 global support for enterprise clients using a cutting-edge Regulatory Intelligence SaaS platform with an accent on handling customer escalations and ensuring timely resolution. Focus on coaching support specialists, optimizing support processes, and maintaining high customer satisfaction in a fast-paced tech environment.

Location: Hybrid in Manila, Philippines

Company

hirify.global is a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry.

What you will do

• Recruit, train, mentor, and manage the Manila team of support specialists.
• Serve as the first point of contact for enterprise clients, guiding them through challenges via email, phone, or screen share.
• Troubleshoot product issues and coordinate case management processes with other regional support managers.
• Own and manage P1 incidents and escalations, looping in L3 support as needed.
• Develop and maintain close cross-functional relationships with Engineering, Product, Content, and Operations teams.
• Drive continuous improvement by optimizing tools, documentation, and processes across global teams.

Requirements

• 3+ years in a management role in a technical support team in a SaaS environment, supporting international enterprise clients.
• 6+ years of customer support experience, providing technical/functional application support to external customers.
• Experience of working and managing 24-hour shift patterns to support 24/7 global operations.
• A background supporting complex systems and applications.
• Strong sense of ownership and expertise in handling customer escalations.
• Exceptional communication and organisational skills.

Culture & Benefits

• Globally recognized brand at the forefront of Regulatory Technology.
• Fast-paced, high-performing team that thrives on pushing boundaries.
• "Make it happen" culture that empowers you to take ownership of your career.
• Operate as one team with a shared mission to transform regulatory compliance.
• Work alongside some of the brightest minds in AI research and engineering.