Product Support Manager

TL;DR

Product Support Manager: Overseeing a multi-tiered support team and BPO relationships to deliver high-quality service for an AI-powered business management platform with an accent on operational excellence, team mentorship, and scaling support processes. Focus on implementing AI tools to boost productivity, managing incident escalations, and collaborating cross-functionally to resolve complex member issues.

Location: Hybrid schedule in San Francisco, CA. Must be based in the US, not open to remote work.

Salary: $123,000–$137,000

Company

hirify.global is a leading AI-powered business management platform for independent professionals that helps service-based businesses attract leads, manage projects, and process payments.

What you will do

• Manage day-to-day operations for internal and external support teams, ensuring SLAs are consistently met.
• Lead and mentor direct reports, providing career development, performance feedback, and support for blockers.
• Oversee BPO relationships to execute scaling strategies and ensure high-quality service outcomes.
• Collaborate cross-functionally with product, engineering, and marketing teams to resolve issues and lead process improvements.
• Develop and maintain support playbooks, SOPs, and knowledge-sharing documentation.
• Leverage AI tools to enhance team productivity and drive decision-making processes.

Requirements

• 7+ years of experience in customer support roles, with 5+ years in a leadership capacity.
• Must be able to work in a hybrid capacity based in San Francisco.
• Hands-on experience with AI tools and proactive integration of solutions to improve team performance.
• Expertise in incident and escalation management with strong advanced troubleshooting skills.
• Experience managing BPO partners and scaling tiered support operations.
• Proficiency with support tools like Intercom and ticket management platforms like Jira.

Culture & Benefits

• Mission-driven work environment focused on empowering independent business owners.
• Competitive salary with meaningful equity grants.
• Comprehensive wellness programs and family leave policies.
• Growth-oriented culture that prioritizes ownership, transparency, and collaboration.
• Fast-paced environment encouraging innovation and creative problem solving.