Senior Manager - Customer Support (AI)

TL;DR

Senior Manager - Customer Support (AI): Architecting and optimizing regional customer support strategy and operations for hirify.global's AI platform with an accent on enhancing customer experience and operational efficiency. Focus on leading and developing high-performing teams, standardizing excellence through data, and driving product improvements based on customer feedback.

Location: Hybrid in London, Berlin, Cologne, or Munich

Company

hirify.global is a global AI product and research company focused on building secure, intelligent solutions to complex business problems, trusted by over 200,000 business customers and millions of individuals.

What you will do

• Drive the regional vision for EMEA Customer Support, translating global goals into a regional strategy and roadmap.
• Own EMEA Customer Support outcomes, including CSAT, quality, responsiveness, resolution, and backlog health.
• Coach and develop a team of team leaders/managers, empowering them to build high-performing, resilient teams.
• Evolve the Customer Support craft through continuous upskilling and professional development for specialists.
• Refine operational workflows and lead improvement programs to enhance efficiency and customer problem-solving.
• Standardize success measurement in EMEA using data insights to guide regional priorities and global strategy.
• Partner with Sales, Customer Success, Product, and Engineering to enable customer outcomes and drive product/experience improvements.

Requirements

• Significant leadership experience in Customer Support/CX, with a track record of successfully managing managers in high-growth tech environments.
• Experience modernizing support through specialization, premium service design, workflow optimization, and thoughtful adoption of automation and AI.
• Proven ability to build trust and influence cross-functional peers and senior stakeholders.
• Experience designing and evolving team structures, developing leaders and specialists, and creating clear growth paths.
• Ability to combine strategic thinking with hands-on problem-solving, identifying operational friction, and improving workflows using modern support platforms (e.g., Zendesk, Salesforce).
• Customer-first, outcome-driven mindset with ownership of delivering outcomes, not just activity.

Culture & Benefits

• Diverse and internationally distributed team of over 90 nationalities, with employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan.
• Open communication and regular feedback with an emphasis on empathy and growth mindset.
• Hybrid work schedule, with team members coming into the office twice a week, flexible hours.
• Virtual Shares program, linking employee contributions directly to hirify.global’s growth.
• Regular in-person team events, including local, business unit, and company-wide gatherings.
• Monthly full-day "Hack Fridays" for personal projects and cross-team collaboration.
• 30 days of annual leave (excluding public holidays) and access to mental health resources.
• Competitive benefits package tailored to the employee's unique location.