Customer Support Manager

TL;DR

Customer Support Manager: Owns and resolves complex technical and accounting-related support cases, building deep product expertise and shaping support foundations with an accent on ERP workflows, accounting data issues, and product functionality. Focus on identifying trends, improving customer satisfaction, and collaborating cross-functionally.

Location: On-site in San Francisco

Company

hirify.global is a product company focused on providing technical and accounting support solutions for its customers.

What you will do

• Own and resolve complex technical and accounting support cases with speed and accuracy.
• Manage daily support tickets and customer inquiries across various channels.
• Troubleshoot ERP workflows, accounting data issues, and product functionality.
• Build trusted relationships with customers and monitor their health and sentiment.
• Collaborate with Product and Engineering to report bugs, reproduce issues, and validate fixes.
• Help build and improve support playbooks, workflows, and knowledge base content.

Requirements

• 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles.
• Strong technical aptitude and ability to quickly learn new software platforms.
• Comfort troubleshooting accounting data, financial workflows, and system integrations.
• Bachelor’s degree or equivalent practical experience.
• Customer-first mindset with strong empathy and ownership.
• Clear, thoughtful communicator with strong written and verbal skills.

Nice to have

• Experience with ERP platforms (QuickBooks, Xero, Sage Intacct, NetSuite).

Culture & Benefits

• Thrive in a fast-paced, fast-growing environment.
• Opportunity for growth into leadership over time.
• Work in a collaborative environment across Product, Engineering, and Customer Success.
• Focus on continuous improvement of customer support processes.
• Emphasis on problem-solving and proactive issue resolution.