Manager, Customer Support

TL;DR

Manager, Customer Support: Leading and managing a global support team with an accent on driving AI and automation initiatives to enhance support efficiency. Focus on monitoring customer sentiment, engaging directly with clients to resolve issues, and collaborating cross-functionally with product, engineering, and cloud teams.

Location: Hybrid

Company

hirify.global is a global provider of reporting, analytics, and performance management solutions empowering over 32,000 organizations to make timely and intelligent decisions.

What you will do

• Lead and manage a global support team, including hiring, onboarding, and performance reviews.
• Ensure support coverage through effective scheduling and resource planning.
• Drive AI and automation initiatives to enhance support efficiency.
• Monitor customer sentiment and engage directly with clients to resolve issues and understand needs.
• Collaborate cross-functionally with product, engineering, and cloud teams.
• Communicate product and infrastructure changes to clients proactively.

Requirements

• Bachelor's Degree in Business, Finance, Computer Science, or relevant work experience.
• Familiarity with SAP ERP System.
• Experience with customer service or technical support management, ideally in financial environments.
• Proficient with Salesforce or similar ticketing systems.
• Hands-on experience with AI tools and implementing AI in support operations.
• Willingness to be on-call on holidays or weekends or as required by the business.

Nice to have

• Strong knowledge of databases.
• Experience with cloud-based solutions and infrastructure.
• Knowledge of ITIL processes and best practices.
• Experience with active monitoring and debugging of a SaaS-based solution (Datadog).
• Dutch language skills.

Culture & Benefits

• Commitment to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law.
• Background checks are required for employment where permitted by country, state/province.
• High-energy, high-performance global team environment.