Support Team Leader (Remote) (SaaS)

TL;DR

Support Team Leader (SaaS): Leading a team of Support Specialists, leveraging AI and data to improve service quality and automate tasks. Focus on proactive process improvements, data-driven decision making, and ensuring stable SLA performance.

Location: Remote in Poland

Salary: 11400 to 16200 PLN on a B2B contract

Company

hirify.global is a global leader in hospitality software, helping hotels and resorts maximize their revenue and guest satisfaction.

What you will do

• Manage a team of up to 10 Support Specialists, providing coaching and feedback to ensure professional growth and high engagement.
• Drive the use of AI tools to analyze data, automate repetitive tasks, and encourage responsible AI adoption within the team.
• Oversee support inquiries queue and workflows to ensure stable SLA performance and act as an Operational Team Leader.
• Identify root causes of recurring tickets and work with Product teams to implement permanent improvements.
• Act as an incident manager for critical outages, ensuring clear communication and following the internal escalation process.
• Manage team schedules and capacity trends to ensure predictable staffing.

Requirements

• Tech-Savvy Mindset: You are an early adopter of AI tools and have a track record of using technology to automate manual work.
• Leadership Experience: Previous experience managing a team of 6+, preferably in a fast-paced SaaS support environment.
• Analytical Skills: Ability to perform data analysis to identify trends and measure the impact of your process improvements.
• Effective Communication: Fluency in English and the ability to communicate effectively with other leads and stakeholders.
• Problem-Solving Skills: Ability to work under pressure, multitask, and maintain a calm approach during critical incidents.
• Tool Mastery: Strong knowledge of support tools and the ability to help agents use them efficiently.

Nice to have

• Knowledge about tools such as Zoho, Jira and Google environments.

Culture & Benefits

• Enjoy Work-Life Balance: Embrace a fully remote and flexible work environment.
• Explore the World: Avail annual 'Work with Us, Travel with Us' vouchers.
• Grow Your Skills: Access to English language classes along with a dedicated team development fund.
• Stay Healthy: Benefit from co-financed life and medical insurance, access sports facilities and receive professional mental health support whenever needed.
• Take Time Off: Get 26 days off with a Contract of Employment and 24 days off break with B2B contracts.
• Experience a flat hierarchy and open communication channels for transparency.

Hiring process

• Intro call with the Recruiter (up to 40 minutes).
• Home assignment.
• Hiring Manager & Support Director interview (60 minutes).