Senior Manager, Personalized Support

TL;DR

Senior Manager, Personalized Support: Grow and oversee hirify.global’s world-class Customer Support delivery within NAMER, aligning with one of our Direct Sales Verticals, and provide managerial oversight for the Personalized Support managers & members. Focus on scaling the team, meeting operational targets, increasing signups and revenue, and collaborating with the various leadership teams across the business.

Location: Remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA

Salary: $141,520.00 - $208,000.00 depending on location

Company

hirify.global is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences.

What you will do

• Be responsible for the overall success of hirify.global’s Personalized Support team, aligning with one of our NAMER Direct Sales Verticals.
• Manage a team of Personalized Support Managers who manage Technical Account Managers aligned to supporting Personalized Support customers across a Sales Vertical.
• Innovate and develop new ways to achieve high levels of customer satisfaction and operational efficiency.
• Create a culture that attracts and retains outstanding talent and partners with functional leadership to meet/exceed all operational targets.
• Drive the growth and scale of the Personalized Support US Western team.
• Collaborate with Support and Services leaders across all time zones, and deeply integrate with other functional teams.

Requirements

• [7]+ years Customer Support / Post-Sales / People Management experience required.
• Demonstrated leadership experience in building Customer Support teams, and working cross functionally in both managerial and collaborative capacities.
• A strategic thinker, able to come up with out-of-the-box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics.
• Must be a strong leader with the ability to attract, motivate, retain and develop managers and individual contributors across multiple functional areas.
• Ability to influence and build bridges with peer teams, including those outside of the support organization.
• Hands-on experience with Salesforce and Zendesk and project management tools (i.e. Tableau, Airtable, G-Suite)

Nice to have

• Experience in the financial services industry (banking services) or in health/life sciences is a plus.
• Availability to work in East Coast or Central time zones.

Culture & Benefits

• Working at hirify.global offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, and a retirement savings program.
• We prioritize connection and opportunities to build relationships with our customers and each other.
• For this role, you may be required to travel occasionally to participate in project or team in-person meetings.