Manager (M1) – Customer Supportability (T2-IES)

TL;DR

Manager (M1) – Customer Supportability (T2-IES): Leading a geographically distributed team of technical specialists to enhance customer supportability and end-to-end customer experience for hirify.global Enterprise Suite. Focus on root-causing systemic issues, driving data-driven decisions, and acting as a customer advocate to integrate feedback into product roadmaps.

Location: Atlanta, Georgia; Mountain View, California; Plano, Texas; San Diego, California; Tucson, Arizona. This role leads a geographically distributed U.S. based team.

Salary: $85,000–$156,500 (yearly)

Company

hirify.global is a global financial technology platform powering prosperity for individuals and communities with products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead and develop a geographically distributed team of Tier 2 technical specialists, fostering a high-performance culture aligned with mid-market objectives.
• Serve as a technical authority and escalation point, working hands-on with product and data teams to resolve systemic issues and deploy durable solutions.
• Drive initiatives to enhance customer resolution rates, reduce friction in the support journey, and improve supportability across assisted experiences.
• Engage directly with customers, support teams, and partners to gather feedback and advocate for the voice-of-customer in product and operational roadmaps.
• Build strong cross-functional relationships across product and customer success, navigating competing priorities and driving alignment.
• Utilize dashboards, analytics, and insights to inform prioritization, identify trends, and promote scalability and automation of support processes.

Requirements

• Bachelor’s degree or equivalent experience in a technical or business-related field.
• 5+ years of leadership experience, with at least 3 years managing high-performing technical teams.
• Proven ability to resolve critical escalations and influence cross-functional leadership, including product, customer success, and operational business teams.
• Strong operational mindset with the ability to prioritize effectively in a fast-paced, dynamic environment.
• Experience in mid-market support, internal communications, or supportability strategy.
• Deep understanding of SaaS platforms, customer support systems, and customer success best practices.
• Outstanding communication, writing, and presentation skills, with the ability to convey complex ideas to diverse audiences.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Eligibility for a cash bonus, equity rewards, and benefits.
• hirify.global conducts regular comparisons across categories of ethnicity and gender to drive ongoing fair pay for employees.