Head of Enterprise Support (AI)

TL;DR

Head of Enterprise Support (AI): Leading and scaling a global enterprise support team with an accent on defining strategy, operational excellence, and customer obsession for technical AI products. Focus on building 24/7 human support, owning P&L, and driving voice-of-customer insights to improve the overall customer experience.

Location: Hybrid, requiring staff to be in one of the San Francisco, New York City, or Seattle offices at least 25% of the time. Visa sponsorship is available for eligible candidates.

Salary: $250,000 - $320,000 USD

Company

hirify.global is a rapidly growing public benefit corporation focused on creating reliable, interpretable, and steerable AI systems.

What you will do

• Lead and scale a global team of Support Managers and Specialists across AMER and EMEA.
• Define and execute the strategy for paid enterprise support offerings, including tiered packages and contractual SLAs.
• Build and operationalize 24/7 human support coverage for premium customers, owning P&L and pricing strategy.
• Set team-wide goals, KPIs, and operating rhythms, using data to drive decisions and optimize processes.
• Own escalation management and ensure critical customer issues are resolved urgently.
• Partner with Sales, Account Executives, Customer Success, Product, and Engineering to deliver seamless customer experiences and integrate feedback.

Requirements

• 12+ years in customer support, with 6+ years leading support teams and 3+ years as a manager of managers.
• Proven experience building or scaling enterprise and/or paid support programs from the ground up, including defining SLAs and pricing.
• Strong track record of building high-performing, globally distributed support teams.
• Deep experience in B2B/enterprise support for technical products (SaaS, APIs, developer tools).
• Data-driven and metrics-oriented approach to setting goals and measuring performance.
• Excellent judgment, balancing customer needs with business priorities.
• Strong cross-functional partnership skills, especially with Sales/GTM teams.
• Bachelor's degree in a related field or equivalent experience is required.

Culture & Benefits

• Work as a single cohesive team on large-scale AI research efforts.
• Value impact, focusing on advancing long-term goals of steerable, trustworthy AI.
• Offer competitive compensation and benefits, optional equity donation matching.
• Provide generous vacation and parental leave, flexible working hours.
• Collaborative group with frequent research discussions.
• Committed to diversity and inclusion, encouraging applications from underrepresented groups.