Senior Manager Global Technical Support (Call Recording & Analytics)

TL;DR

Senior Manager Global Technical Support (Call Recording & Analytics): Lead and develop a global technical support team ensuring prompt and effective assistance for call recording and analytics products with an accent on SLA adherence, support readiness, and customer satisfaction. Focus on managing multi-timezone staffing, driving process improvements including AI integration, and collaborating cross-functionally to resolve escalated issues and promote self-service adoption.

Location: Hybrid in Atlanta, GA (3 days onsite, 2 days remote). Candidate must be located within reasonable commuting distance with reliable internet and quiet workspace for remote days.

Salary: $136,000 - $175,000 per year

Company

hirify.global empowers regulated industry customers to manage risk and intelligence in digital communications, recognized for innovation and sustained growth.

What you will do

• Manage and mentor a global technical support team, fostering talent growth and consistent support processes.
• Develop and implement support strategies aligned with company goals, analyzing metrics for improvements.
• Ensure high customer satisfaction through effective support and direct engagement with customers and partners.
• Drive process improvements and adoption of AI and self-service tools to enhance support efficiency.
• Handle escalated technical issues and crisis management, providing leadership during critical situations.
• Collaborate cross-functionally with product, sales, and leadership to improve product supportability and customer communications.

Requirements

• Location: Must be within commuting distance to Atlanta, GA office for hybrid work.
• 7-10 years B2B technical support experience with 3-5 years leading multi-geography teams.
• Experience with voice recording/telephony systems (Microsoft, Cisco, Avaya, RingCentral) and SIP signaling.
• Strong crisis management, tactical decision-making, and analytical skills.
• Proficient with CRM, Microsoft business apps, JIRA/Confluence, and related platforms.
• Excellent communication and interpersonal skills with ability to manage sensitive situations.

Culture & Benefits

• Collaborative global environment valuing diversity and authentic self-expression.
• Use of latest AI/ML technologies and leading cloud infrastructure platforms.
• Recognized as a best place to work with focus on learning and development.
• Hybrid work model balancing onsite and remote days.
• Competitive salary with bonus programs discussed during recruiting.