Customer Support Operations Lead (SaaS)

TL;DR

Customer Support Operations Lead (SaaS): Scaling the customer support function by optimizing processes and enhancing customer and agent experiences with an accent on actionable insights and performance metric analysis. Focus on leveraging AI to improve customer help, drive support strategy, and build scalable initiatives for renewals and retention.

Location: Remote

Salary: $96,400-$144,600

Company

hirify.global is a SaaS company disrupting the restaurant industry with a cloud-based platform for accounting and back-office operations.

What you will do

• Track, analyze, and communicate performance metrics to identify trends and provide actionable insights to leadership.
• Define tooling requirements for Freshdesk and related tools, partnering with technical teams for implementation and administration.
• Design and recommend workflows, automations, and process improvements to reduce friction and improve customer/agent experience.
• Refine AI support strategy to deliver faster, more accurate customer help and improve agent efficiency.
• Drive initiatives that strengthen the support function’s impact on renewals, retention, and overall customer success.
• Partner cross-functionally on data and systems projects to design metrics, align data definitions, and improve tooling.

Requirements

• 5+ years of business experience in the SaaS industry, ideally within a GTM or customer-facing function.
• 3+ years of functional Customer Support or Customer Success Operations experience.
• Experience with Freshdesk or equivalent support ticketing systems.
• Proven ability to scope, design, and implement process and system improvements.
• Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools).
• Self-starter with a high degree of ownership and the ability to operate autonomously in a high-growth SaaS setting.

Culture & Benefits

• Comprehensive medical benefits, 100% paid for employee.
• 401k + matching.
• Equity Option Grant.
• Unlimited PTO + Company holidays.
• Wellness initiatives.