Support Manager (2nd Line)

TL;DR

Support Manager (2nd Line): Leading and optimizing 2nd line customer support operations to ensure expert technical assistance and customer satisfaction with an accent on operational excellence, team growth, and continuous improvement. Focus on driving improvements in CSAT, FCR, and SLA attainment, and managing technical troubleshooting for APIs and web services.

Location: Global remote

Company

hirify.global is a leading full-cycle verification platform that enables scalable compliance, serving over 4,000 clients worldwide to accelerate growth, prevent fraud, and maintain compliance.

What you will do

• Lead day-to-day 2nd Line Support operations to ensure consistent service quality and strong customer experience.
• Drive improvements in key performance indicators like CSAT, FCR, SLA attainment, and QA scores.
• Plan coaching and development, and run root-cause analysis and corrective actions.
• Manage Team Leads/Agents, and optimize staffing and schedules.
• Drive continuous improvement, QA, calibration, and handle escalations.
• Partner cross-functionally with other teams for an enhanced customer experience.

Requirements

• Experience leading Customer or Technical Support teams (Team Leads and/or Agents), including hiring, coaching, and performance management.
• Experience in operational management: workload planning, scheduling, backlog, and priority management.
• Data-driven mindset with confidence in KPIs (CSAT/FCR/SLA/QA) and root-cause analysis.
• Solid technical troubleshooting skills (APIs/web services), including HTTP, authentication, logs, requests/responses.
• Effective stakeholder management with Product/Engineering for clear communication on escalations and corrective actions.
• Experience with QA programs, calibrations, and process documentation.

Culture & Benefits

• Remote-first, trust-based culture with no mandatory office days.
• True flexibility in working hours.
• Extra time off including your birthday, 10 personal days, 7 sick days, and extra time for Christmas and New Year.
• Work that matters, contributing to a secure, accessible, and inclusive digital world.
• Fair and transparent compensation benchmarked to the market.
• Truly global team working across continents and time zones.
• Growth opportunities with clear goals, open feedback, personal development plans, and covered learning events.
• Fully covered team offsites a few times a year for collaboration and recharging.
• Provided tools and hardware needed for work.
• Friendly, human, open, and kind team culture that welcomes individuality and diverse perspectives.

Hiring process

• TA screening
• Hiring Manager Interview