Product Support Manager

TL;DR

Product Support Manager: Managing and leading a Product Support team for hirify.global Cloud platform, ensuring customer satisfaction and operational efficiency with an accent on team development, performance management, and escalation support. Focus on optimizing work allocation, maintaining strong technical understanding within the team, and fostering continuous process improvements.

Location: Must be resident of Switzerland, based in Zurich

Company

hirify.global empowers organizations to improve customer and employee experiences through its AI-powered Experience Orchestration platform.

What you will do

• Provide leadership and oversight for the Product Support team in Switzerland.
• Manage team assignments, scheduling, and ensure adequate training on hirify.global Cloud Platform.
• Provide escalation support and work directly with customers to find solutions.
• Conduct team administration and performance reviews, managing against KPIs.
• Support hiring and onboarding processes for new team members.
• Collaborate with Global Product Support leadership to achieve goals and objectives.

Requirements

• BS/MS/BA or equivalent qualification.
• Good verbal/written communication, presentation, and interpersonal skills.
• At least 8 years of industry experience with 3+ years of hands-on management experience in leading customer-facing support teams.
• Strong leadership and team management ability.
• Must be resident of Switzerland.

Culture & Benefits

• Opportunity to make a larger impact and take ownership of work within a global company.
• Embrace empathy and cultivate collaboration to succeed.
• Work as part of a global team.
• Focus on continuous performance processes and standards.
• Environment that fosters enthusiasm and creativity to enhance customer experience.