Support Manager

TL;DR

Support Manager: Overseeing operational performance of a support team in the APAC region with an accent on driving operational efficiencies and maintaining high-quality customer support services. Focus on monitoring workloads, resolving complex issues, and developing operational processes.

Location: Hybrid, must be located in San Jose, Costa Rica.

Company

hirify.global is a global software-as-a-service company providing venue management features for the leisure and attractions industry.

What you will do

• Drive operational efficiency and high performance of the support team, monitoring workloads and ensuring adequate coverage.
• Ensure efficient handling of support tickets, monitoring SLAs and maintaining high customer satisfaction.
• Provide guidance and support to team members, resolving complex issues and escalating when necessary.
• Develop and refine operational processes and best practices to optimize team effectiveness.
• Act as an escalation point for challenging customer cases, demonstrating strong problem-solving skills.
• Analyze support metrics, identify areas for improvement, and collaborate with management on reports.

Requirements

• Experience working in a similar role within a SaaS or POS Payments business.
• 2+ years of leadership experience building and leading teams.
• Hybrid role, must be located in San Jose, Costa Rica.
• Formal IT qualifications, with a bonus for a bachelor’s degree in a related field.
• Proven experience mentoring technical support teams and demonstrating strong leadership.
• Proficiency with Slack, JIRA, Google Sheets, and Salesforce, coupled with strong communication and troubleshooting skills.

Nice to have

• Tech-savvy with the ability to quickly learn new tools.
• Proactive self-learner, able to work autonomously in a fast-paced environment.
• Demonstrated experience with troubleshooting methodologies.
• High level of organizational and time management skills with strong attention to detail.

Culture & Benefits

• Work on a category-leading product that customers love in a fun, high-growth industry.
• 4 Weeks of Annual Leave and 4 additional hirify.global Recharge days per year.
• Engage in our ‘Vibe Tribe’ initiatives, regular events, social activities, and fundraising campaigns.
• Team Member Assistance Program for health and wellbeing support.
• 16 weeks paid Parental Leave for primary carers and 4 weeks for secondary carers.
• Highly flexible work environment with an All Access pass to WeWork (depending on your location).
• Individual learning & development budget plus genuine career growth opportunities.

Hiring process

• Initial call with our Talent Acquisition Manager.
• Interview with our Sr. Manager of Support.
• Technical Skills Assignment and Management Assignment (30, 60, 90 day plan presentation).
• Loop Interviews with our wider team.
• Offer, pending reference checks.