Manager, Customer Support

TL;DR

Manager, Customer Support: Leading the Customer Support department to drive successful outcomes and long-term customer satisfaction with an accent on maintaining best-in-class SLAs and establishing quarterly strategy. Focus on driving operational efficiencies, managing critical customer escalations, and collaborating cross-functionally to build customer success programs.

Location: Candidates must be local to Houston, Texas; this is a hybrid work model with 3 days a week in the office. Travel is an expected part of every role, with several team and company-wide offsites per year.

Company

hirify.global is a cloud-based platform empowering auto repair shops to improve operations, secure payments, and engage customers effectively.

What you will do

• Maintain best-in-class SLAs across all customer support communication channels (phone, chat, email).
• Establish quarterly strategy and corresponding KPIs, prioritize work, and monitor team performance.
• Drive operational efficiencies in support to continuously resolve prioritized issues faster and more effectively.
• Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted relationships.
• Monitor performance through results, analysis, quality metrics, and client feedback to implement additional training and support.
• Work collaboratively with internal stakeholders (product, sales) and external partners to build customer success programs for new product offerings.

Requirements

• 3+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment.
• Expertise in customer service operations, processes, and infrastructure.
• Experience in addressing customer needs by leveraging AI tools.
• Ability to gain a deep understanding of customers' concerns and troubleshoot product use.
• Prior success in establishing and analyzing business processes that drove higher operational efficiencies and customer satisfaction.
• Experience successfully recruiting, building, training, and promoting world-class teammates.
• Excellent collaboration skills and team focus.
• Must be local to Houston, Texas and commit to a hybrid work model with 3 days a week in the office.

Nice to have

• Zendesk experience.

Culture & Benefits

• Competitive base salaries and generous Paid Time Off.
• Support for every stage of life with paid maternity, parental bonding, and medical leave.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage, with 100% of employee-only premiums covered.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Wellness on your terms with up to $60/month toward fitness or mental health.
• Support for continuing education and a $300 home office setup bonus after one year of employment.