Manager, Claims & Returns Operations

TL;DR

Manager, Claims & Returns Operations: Leading day-to-day support operations for the Xvantage™ for Customers platform with an accent on resolving issues related to product discovery, quoting, ordering, and account management. Focus on customer experience improvements, AI & self-service enablement, and process optimization.

Location: Must be based in the United States

Salary: USD $78,000.00 - $124,800.00 per year

Company

hirify.global is a leading technology company for the global information technology ecosystem, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.

What you will do

• Lead a team responsible for resolving issues related to product discovery, quoting, ordering, account management, order tracking, and billing workflows within the X4C platform.
• Identify recurring customer experience issues and collaborate with Product and Engineering teams to drive platform improvements.
• Support the adoption of AI‑enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnostics.
• Ensure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.
• Coordinate resolution of platform incidents impacting customers and work closely with Engineering and SRE teams to restore service and prevent recurrence.
• Manage and coach a team of platform support specialists while fostering a culture focused on customer experience, knowledge sharing, and operational excellence.

Requirements

• A bachelor's degree or equivalent combination of education and experience required.
• 6–8 years of experience in technical or platform support roles.
• Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.
• Familiarity with AI‑enabled support tools and knowledge management practices preferred.

Culture & Benefits

• U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
• hirify.global Inc. is proud to be an equal opportunity employer.