Product Experience Captain (SaaS)

TL;DR

Product Experience Captain (SaaS): Leading the founding Product Experience hub in Boston with an accent on building local team culture, recruiting campus talent, and managing US-time zone user operations. Focus on driving high-quality customer support, implementing scalable operational processes, and serving as the primary escalation point for complex technical issues in the Americas.

Location: Must be based in Boston, USA

Company

hirify.global is a software development platform that enables users to build applications using natural language, serving millions of users across 200+ countries.

What you will do

• Establish and lead the Boston hub, fostering a high-performance culture and ensuring world-class service quality across US time zones.
• Build and manage a sustainable pipeline of student talent by forging partnerships with universities like MIT and Harvard.
• Oversee recruitment, onboarding, and performance management for a team of part-time PX specialists.
• Act as the escalation point for complex user issues, triaging technical problems and collaborating closely with engineering and product teams.
• Represent the voice of the user by synthesizing feedback and driving actionable improvements into the product roadmap.
• Maintain cross-regional collaboration with the Stockholm-based engineering and PX teams to ensure global quality standards.

Requirements

• 3+ years of experience in B2C/B2B customer-facing or support roles.
• Deeply embedded in the Boston tech and university ecosystem with strong local networking capabilities.
• Proven ability to build and manage systems, processes, and operational metrics.
• Strong product and technical fluency with the ability to communicate effectively with engineering teams.
• English language proficiency (C1+ required for daily communication).
• Must be physically located in or able to commute to Boston.

Nice to have

• Prior experience in campus recruiting or managing student/intern programs.

Culture & Benefits

• High-velocity environment focused on extreme ownership and low-ego collaboration.
• Opportunity to help build a generation-defining company from the ground up.
• Exposure to international collaboration with the founding team in Stockholm.
• Impactful work that changes how software is built globally.