Senior Manager, Customer Support Operations (Legal AI)

TL;DR

Senior Manager, Customer Support Operations (Legal AI): Designing and implementing strategies, programs, and operational improvements for hirify.global's global Customer Support team with an accent on optimizing tech stack, metrics, and cross-functional initiatives. Focus on building, experimenting, and iterating on highly effective and scalable operational solutions to drive Net Revenue Retention goals.

Location: This role is available to candidates remotely across Canada (excluding Québec) or the US, or hybrid in Vancouver, Calgary, or Toronto hub locations (with an expectation to be in office minimum twice per week).

Salary: $154,800–$232,200 USD

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

• Serve as the primary operations business partner for the global Customer Support team, acting as an extension of their leadership team.
• Lead a team of Customer Support Operations experts to manage strategic initiatives, programs, and projects.
• Identify and implement operational improvements to increase efficiency and enhance customer experience.
• Optimize the Customer Support team’s tech stack, making continuous recommendations and enhancements.
• Become an expert on Customer Support metrics, data, and processes, surfacing insights and proposing action plans.
• Collaborate on cross-functional initiatives like company acquisitions, integrations, and new product launches to achieve departmental goals.

Requirements

• 10+ years of experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership roles, with specific experience in a Customer Support Operations role.
• Minimum 4+ years of experience as a People Manager.
• Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations.
• Excellent organization, time management, and project planning skills, with the ability to meet tight deadlines.
• Data-driven and analytical mindset, with a strong ability to measure business impact using data.
• Proficiency as a power user, business admin, or technical admin of Customer Support platforms (e.g., Salesforce Service Cloud, Zendesk, Maven, Talkdesk).

Culture & Benefits

• Competitive, equitable salary with top-tier health, dental, and vision insurance.
• Hybrid work environment for local hirify.globalns in hub locations, with remote options for Canada/US.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources.
• 401k matching and Child Education Savings.
• hirify.globalversary recognition program for long-term employees.