Director Of Premium Support (LegalTech)

TL;DR

Director of Premium Support (LegalTech): Designing, building, and scaling a world-class premium support organization for an AI-native legal workspace with an accent on enterprise service tiers, SLA management, and cross-functional operational strategy. Focus on creating a paid support product from scratch, defining escalation models, and ensuring exceptional service delivery for global enterprise clients.

Location: Must be based in New York City

Compensation: $200,000–$270,000

Company

hirify.global is an AI-native legal tech startup building intelligent workflows and workspace solutions to transform complex legal processes for global law firms.

What you will do

• Define the scope, operating model, and service standards for a new premium support offering.
• Design and implement service definitions, SLAs, and escalation frameworks suitable for enterprise-grade customers.
• Build and lead a high-performing global support organization, including recruiting and developing senior team members.
• Partner with Product and Engineering teams to prioritize roadmaps based on critical customer insights and technical feedback.
• Collaborate with Sales and RevOps to align contract commitments with delivery capabilities.
• Act as the primary escalation point for complex and critical issues for top-tier legal clients.

Requirements

• Senior leadership experience in building and scaling enterprise-grade support organizations within a B2B SaaS environment.
• Proven track record of designing paid premium support or service tiers for complex customer segments.
• Strong operational mindset capable of designing systems and processes from first principles.
• Ability to operate effectively in ambiguity and navigate high-pressure situations with senior stakeholders.
• Strong cross-functional collaboration skills with Product, Engineering, and Sales teams.
• Deep experience balancing hands-on leadership with long-term strategic planning.

Culture & Benefits

• Opportunity to build a net-new organization with high autonomy and strategic impact.
• Work on high-stakes, high-impact AI-native technology in the legal sector.
• Environment that promotes diversity, inclusion, and high-performance collaboration.
• Focus on building from first principles with an exceptional team of experts.