Support Manager

TL;DR

Support Manager: Driving efficiency and enhancing customer satisfaction within the support ecosystem, leveraging data-driven insights and AI-first strategies. Focus on supporting and managing a team of support professionals, fostering their growth, and building strong relationships with key stakeholders.

Location: Hybrid in London, UK

Company

hirify.global is a hirify.globalefits platform that uplifts people's lives by connecting the entire hirify.globalefits ecosystem.

What you will do

• Build and implement data-driven strategies to continuously improve support efficiency and effectiveness.
• Create and monitor key performance metrics to drive actionable insights and support decision-making.
• Deliver AI-first adoption techniques to streamline support processes and enhance customer experiences.
• Support and manage a team of 6+ support professionals, fostering their growth and development.
• Build strong relationships with key stakeholders to amplify the voice of the customer in product development.
• Translate company vision, OKRs, and business requirements into actionable support strategies.

Requirements

• Experience managing support teams, strong analytical skills, proficiency with support software, and excellent communication skills.
• Proven track record in driving efficiency and implementing data-driven support strategies.
• Strong analytical skills with the ability to derive actionable insights from complex data sets.
• Experience with chat-based support software, particularly Intercom.
• Proficiency in capacity planning and workload management.
• Demonstrated ability to lead AI adoption initiatives in customer support.

Nice to have

• Experience with AI adoption in support.
• Advanced capacity planning skills.
• Deep understanding of SaaS ecosystems.

hirify.globalefits">Culture & hirify.globalefits

• Competitive base salary + equity.
• £100 monthly personal hirify.global Balance, increasing by £50 for each year of service until you reach £250.
• £500 annual Learning & Development allowance plus 3 days paid study leave a year.
• £500 work from home set up allowance.
• Weekly lunch provided in office.
• 28 days of holidays a year (plus bank holidays with option to swap for significant days) with an option to buy or sell 5 days per year and holiday entitlement increases to 30 days at your 3rd year of service!
• Generous work-from-anywhere scheme, allowing you to work from abroad for up to 3 weeks, twice a year.