Technical Support Manager

TL;DR

Technical Support Manager: Leading and optimizing the 2nd line of Customer Support, ensuring consistent service quality and a strong customer experience. Focus on operational management, driving continuous improvement, and partnering cross-functionally for better customer experience.

Company

hirify.global is a leading full-cycle verification platform that enables scalable compliance.

What you will do

• Leading day-to-day team operations to deliver consistent service quality and a strong customer experience.
• Improving team's CSAT, FCR, SLA attainment, QA scores, and efficiency while ensuring a great employee experience.
• Planning coaching and development, run RCA and corrective actions.
• Driving continuous improvement and improving internal processes.
• Handling escalations and ensuring process documentation and compliance.
• Partnering cross-functionally with other teams for a better customer experience.

Requirements

• Experience leading Customer/Technical Support teams, including hiring, coaching, and performance management.
• Experience in operational management: workload planning, scheduling/WFM basics, backlog and priority management, process rollouts.
• Data-driven mindset with KPIs, root-cause analysis, and measurable improvements.
• Solid technical troubleshooting skills (APIs/web services: HTTP, auth, logs, requests/responses).
• Effective partnership with Product/Engineering and clear communication on escalations and corrective actions.
• Experience with QA programs, calibrations, documentation/knowledge processes; COPC/ITIL is a plus.

Culture & Benefits

• Remote-first, trust-based culture. Work from the place that works best for you.
• Adjust your working hours when needed, as long as your day stays productive and in sync with the team.
• Extra time off: birthday holiday, 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year.
• Clear goals, open feedback and personal development plans with learning opportunities.
• Team offsites a few times a year.
• Access to the tools and hardware you need to do your work well.

Hiring process

• TA screening
• Hiring Manager Interview.