VP, Customer Support

TL;DR

VP, Customer Support: Leading and scaling a global customer support team in a B2B SaaS environment with an accent on driving superior customer experience and operational excellence. Focus on maturing modern support practices, reducing ticket deflection through self-service, and integrating teams post-M&A.

Location: Remote (United States)

Company

hirify.global is passionate about creating better work experiences for people everywhere with global office locations and a flexible work culture.

What you will do

• Own and elevate the end-to-end customer support experience, using data for continuous service improvements and customer loyalty.
• Drive operationalization and maturity of the Intelligent Swarming model for effective global problem resolution.
• Lead strategic initiatives to significantly reduce ticket deflection by optimizing self-service and knowledge management.
• Provide inspiring leadership for a globally distributed support team.
• Successfully navigate and lead the blending of support teams and processes following mergers and acquisitions.
• Foster a positive team culture, promoting continuous learning and career development.

Requirements

• Minimum 5-7 years of experience leading large-scale, global technical support organizations within a B2B SaaS environment.
• Proven track record of successfully blending teams, products, and processes through M&A activity.
• Demonstrable experience implementing and maturing modern support models (e.g., Intelligent Swarming, TSIA methodology).
• Deep expertise with CRM/Ticketing systems like Salesforce Service Cloud, ZenDesk, and/or ServiceNow.
• Strong working knowledge of General Cloud Architecture (Google/AWS/Azure) and Infrastructure principles.

Culture & Benefits

• Competitive salaries with medical, dental, vision coverage, and disability coverage.
• Employer-paid life insurance, mental health resources, and a 401(k) plan.
• Fully paid parental leave program.
• Generous PTO and flexible work schedules.
• Remote work opportunities and paid company holidays.
• hirify.global Quiet Fridays (No non-essential internal meetings).
• Casual dress work environment.