Senior Manager Technical Support (AI)

TL;DR

Senior Manager Technical Support (AI): Building and optimizing technical support operations for hirify.global’s digital experience platform, with an accent on leading and mentoring EMEA-based technical support teams. Focus on executing global customer support strategies, ensuring service excellence through KPIs, and collaborating cross-functionally to enhance customer experience.

Location: Role focuses on EMEA Technical Support, implying work from within the Europe, Middle East & Africa region. Company supports distributed employees and has hubs in London, Berlin, and other global cities.

Company

hirify.global is a leading digital experience platform leveraging composability and native AI capabilities to help businesses deliver engaging, personalized content at scale.

What you will do

• Build, lead, coach, and mentor a team of technical support engineers and representatives.
• Execute a global customer support strategy to deliver world-class support.
• Ensure consistent execution of support objectives measured by CSAT, speed, and quality KPIs.
• Continuously support innovation and improvement of the support model, processes, and tools.
• Collaborate with Sales and Solutions teams to position the value of hirify.global Technical Support.
• Work cross-functionally with Product Management, Engineering, and Customer Success to understand customers and improve business processes.

Requirements

• 7+ years experience building and leading 24x7x365 technical support teams or similar customer-facing functions.
• Demonstrated experience partnering with sales teams in complex SaaS pre-sales cycles.
• Experience with optimizing and implementing incident management processes.
• Prior experience managing, coaching, and developing team members across different geographical locations, cultures, and timezones (all within EMEA).
• Demonstrated experience handling customer escalations in close collaboration with internal stakeholders.
• Strong communications skills, both externally and internally.
• Adaptability to change and highly collaborative mindset.

Culture & Benefits

• Opportunity to join an ambitious tech company reshaping digital experiences.
• Stock options for full-time employees.
• Fertility and family building benefits.
• Generous paid time off, including vacation, sick, education, compassion, and volunteer days.
• Annual personal education budget for career growth.
• Virtual and in-person events for learning and networking.
• Annual wellbeing stipend for physical, financial, or emotional health.
• Monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees.