Manager of Customer Support (AI)

TL;DR

Manager of Customer Support (AI): Leading and scaling Tier I and Tier II customer support teams to deliver excellent customer experiences with an accent on process improvement, KPI monitoring, and leveraging AI for efficiency. Focus on managing escalations, identifying product improvement trends, and enhancing support platforms for a growing customer base.

Location: Hybrid (South Jordan, UT, M, W, F in-office)

Company

hirify.global is a fast-growing SaaS company building simple, efficient software for accounting firms.

What you will do

• Lead, mentor, and manage a team of Tier I and Tier II support agents across multiple channels (email, chat, phone).
• Develop and implement scalable processes and best practices to improve team efficiency and customer satisfaction.
• Identify and implement opportunities to leverage AI for process enhancement.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Collaborate with other departments (Product, Engineering, Sales) to ensure the support team is equipped.
• Manage escalation processes to ensure timely resolution of complex or high-priority issues.

Requirements

• 3+ years of experience managing customer support teams, ideally in a SaaS or software-focused environment.
• Proven track record of scaling support teams and improving operational efficiencies in a fast-paced, high-growth setting.
• Experience with AI tools to better Customer Support.
• Strong leadership and coaching skills, with the ability to foster a collaborative, results-driven team culture.
• Experience working with customer support platforms.
• Excellent problem-solving and analytical skills, with the ability to derive insights from data.

Culture & Benefits

• Flexible Paid Time Off plus 10 company holidays.
• Health Benefits including Medical, Dental, and Vision and an HSA Match (hirify.global covers Medical premiums at 100% for Employees only).
• 401(k) match (100% up to 3% of your contribution with immediate 100% vesting).
• Mental Health support through Impact Suite & Employee Assistance Program (EAP).
• Paid New Parent Leave & Birthing Parent Leave.
• Supplemental Benefits including 100% company-paid Basic Life & AD&D insurance and long & short-term disability coverage.

Hiring process

• 20-minute phone call with the People Team.
• 45-60 minute video or in-person interview with the Hiring Manager.
• 1-3 additional rounds of interviews depending on the role.
• Final Interview.