Senior Manager, Personalized Support

TL;DR

Senior Manager, Personalized Support (Technical Account Management): Leading and overseeing hirify.global’s world-class Customer Support delivery within NAMER Direct Sales Verticals with an accent on scaling the team, meeting operational targets, and increasing revenue. Focus on managing managers of Technical Account Managers, innovating for customer satisfaction, and building cross-functional bridges across the organization.

Location: Remote, US-based. Not eligible to be hired in CA, CT, NJ, NY, PA, WA. Preference for East Coast or Central time zones. Occasional travel may be required for in-person meetings.

Salary: $141,520.00 - $208,000.00 USD (ranges vary by US state).

Company

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

What you will do

• Lead Personalized Support teams composed of Managers of Technical Account Managers and Tech Leads.
• Be responsible for the overall success of hirify.global’s Personalized Support team, aligning with NAMER Direct Sales Verticals.
• Manage a team of Personalized Support Managers, ensuring operational targets are met and customer satisfaction is high.
• 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.
• Drive the growth and scale of the Personalized Support US Western team and collaborate with leaders across time zones.

Requirements

• 7+ years of Customer Support / Post-Sales / People Management experience.
• Demonstrated leadership experience in building Customer Support teams and working cross-functionally.
• Strategic thinker able to come up with out-of-the-box solutions that drive efficiency and enable scale.
• Strong leader with the ability to attract, motivate, retain, and develop managers and individual contributors.
• Ability to influence and build bridges with peer teams, including those outside the support organization.
• Strong operational discipline with an analytical and process-oriented mindset.
• Data-driven, analytical problem solver with a sense of urgency.
• Proven track record of meeting and exceeding goals and operational targets.
• Strong oral and written communications skills.
• Hands-on experience with Salesforce, Zendesk, and project management tools (e.g., Tableau, Airtable, G-Suite).

Nice to have

• Experience in the financial services industry (banking services) or in health/life sciences.

Culture & Benefits

• Remote-first work environment with a strong culture of connection and global inclusion.
• Competitive pay, generous time off, ample parental and wellness leave.
• Healthcare and a retirement savings program (offerings vary by location).
• Empowers employees to build positive change in their communities.
• Values hirify.global Magic: solving problems, taking initiative, trying new things.

Hiring process

• Uses Artificial Intelligence (AI) to help make the hiring process efficient, fair, and transparent.
• Automation never makes the final call; every hiring decision is made by real hirify.globalns.