Customer Support Operations Lead (SaaS)

TL;DR

Customer Support Operations Lead (SaaS): Scaling the support function and optimizing processes for a cloud-based platform with an accent on actionable insights, efficiency, and customer satisfaction. Focus on leveraging tools like Freshdesk and AI to improve customer help and agent efficiency, driving initiatives that impact renewals and retention.

Location: Hybrid work schedule based out of one of our office locations: Austin, TX; Irvine, CA; or Akron, OH

Salary: $96,400-$144,600

Company

hirify.global is a SaaS company disrupting the restaurant industry with a cloud-based platform for accounting and back-office operations.

What you will do

• Track, analyze, and communicate performance metrics to Customer Support leadership.
• Define tooling requirements for Freshdesk and related tools, partnering with the Systems/IT team for configuration and implementation.
• Streamline support processes by designing workflows, automations, and process improvements.
• Refine AI support strategy to deliver faster, more accurate customer help and improve agent efficiency.
• Drive Customer Support strategy to strengthen the function’s impact on renewals, retention, and overall customer success.
• Partner cross-functionally on data and systems projects to design metrics, align data definitions, and improve tooling.

Requirements

• 5+ years of business experience in the SaaS industry within a GTM or customer-facing function.
• 3+ years of Customer Support or Customer Success Operations experience.
• Experience with Freshdesk or equivalent support ticketing systems.
• Proven ability to scope, design, and implement process and system improvements.
• Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools).
• Excellent communicator with the ability to translate business needs into technical requirements.

Culture & Benefits

• Comprehensive medical benefits, 100% paid for employee.
• 401k + matching.
• Equity Option Grant.
• Unlimited PTO + Company holidays.
• Wellness initiatives.