Senior Manager, Customer Support (AI)

TL;DR

Senior Manager, Customer Support (AI): Enhancing performance and ensuring operational excellence across various support teams and channels with an accent on strategic leadership, operational optimization, and people management. Focus on driving automation, leveraging AI tools, and fostering a culture of ownership and accountability to achieve business outcomes and customer success.

Location: Remote from the Philippines, requiring existing work authorization.

Company

hirify.global is an innovative company architecting the future of work by providing a converged AI workspace, unifying tasks, docs, chat, and calendar.

What you will do

• Oversee and optimize daily queue health and efficient ticket handling across multiple support channels, consistently meeting SLAs.
• Manage a team of 3-4 managers, ensuring alignment in coaching, accountability, and results through tailored improvement plans.
• Inspire and empower managers and their teams through 1:1s, mentoring, and leadership calibration.
• Collaborate with senior management and cross-departmental leaders to align on strategy and provide proactive team support.
• Spearhead and contribute to high-impact cross-functional projects that elevate operational efficiency and customer satisfaction.
• Identify and execute strategic initiatives to position the team as a benchmark for excellence.

Requirements

• 10+ years in customer-facing people management, with 5+ years at a senior manager/director level.
• Proven ability to lead customer-facing teams and drive success in SaaS/cloud environments.
• Strong understanding of support operations and case management across multiple channels (chat, email, phone).
• Track record of leading teams to meet, exceed, and increase target KPIs.
• Excellent communicator and collaborator with cross-functional teams, including Product, Marketing, Sales, and Professional Services.
• Experience with advanced AI tools and their application in customer support operations.

Nice to have

• Certification in project management methodologies (e.g., PMP, Agile, or Scrum).
• Advanced degree in Business Administration, Management, or a related field.
• Familiarity with customer support platforms like Zendesk, Salesforce, or similar tools.
• Proficiency in Google Sheets, Tableau, and working with APIs to analyze and visualize data effectively.

Culture & Benefits

• Opportunity to learn, use, and pioneer AI in ways that shape the product and future of work.
• Join a bold, innovative team redefining what’s possible.
• Culture of relentless ownership, obsession with continuous improvement, and focus on delivering high-impact results.
• Hiring based on ambition, grit, and a passion for improving how people work.
• Commitment to Equal Opportunity Employment.