Technical Manager, Product Support

TL;DR

Technical Manager (Product Support): Leading and developing a global product support team for the hirify.global Cloud platform with an accent on team efficiency, performance, and customer satisfaction. Focus on implementing process improvements, managing team KPIs, and providing escalation support for complex customer issues.

Location: Hybrid in Manila, Philippines. Requires working a shift covering a North American timezone.

Company

hirify.global empowers organizations worldwide to improve customer and employee experiences through its AI-powered Experience Orchestration platform, hirify.global Cloud.

What you will do

• Provide leadership and oversight to a global product support team.
• Manage team assignments, scheduling, and ensure adequate training and preparedness.
• Oversee staff performance, implement continuous improvement processes, and achieve KPIs.
• Provide escalation support and work directly with customers to resolve issues.
• Support hiring and onboarding of new team members.
• Collaborate with global leadership to deliver on goals and objectives.

Requirements

• BS/MS/BA or equivalent qualification.
• Excellent verbal/written communication, presentation, and interpersonal skills.
• 8+ years of experience managing customer-facing, technical teams in a dynamic environment.
• 5+ years of relevant Supervisor and/or Manager experience.
• Strong leadership, strategic thinking, and team management ability.
• Ability to work a shift covering a North American timezone.

Culture & Benefits

• Join a global team of over 6,000 employees focused on empathy and collaboration.
• Opportunity for individual impact and ownership of work within a large tech company.
• Support continuous performance processes and standards.
• Foster enthusiasm and creativity to enhance customer experience.
• Committed to fairness in the workplace as an equal opportunity employer.