Senior Manager, Support Operations

TL;DR

Senior Manager, Support Operations: Leading the strategic development and improvement of customer support operations, overseeing technical systems like Zendesk and AI tools with an accent on designing scalable workflows and driving cross-functional initiatives. Focus on optimizing customer experience by implementing technology solutions and operational best practices across teams.

Location: United States. Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions

Salary: $115,000 - $125,000 USD. Salary may vary depending on job-related factors, including knowledge, skills, experience, and location.

Company

hirify.global is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning.

What you will do

• Own and optimize CX platforms (Zendesk, Ada, etc.), ensuring performance, reliability, and alignment with operational needs.
• Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction.
• Lead strategic automation and AI initiatives, including chatbot development and CRM integrations.
• Partner with Engineering, Product, Legal, and Marketing to implement scalable, compliant CX solutions.
• Build and manage dashboards to report on key performance indicators and identify opportunities for improvement.
• Support training and onboarding by documenting system processes and updates.

Requirements

• 5+ years of Zendesk administration and CX systems experience.
• Strong knowledge of support automation tools (e.g., Ada, Ultimate, Zonka).
• Proven track record of AI and chatbot implementation.
• Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection).
• Experience leading technical projects with cross-functional stakeholders.
• Strong communication, documentation, and change management skills.

Culture & Benefits

• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions