Customer Support Manager

TL;DR

Customer Support Manager: Leading customer support operations for a veterinary software platform with an accent on multichannel CX workflows, team onboarding/training, and process optimization as the organization scales. Focus on managing support associates, acting as the “Voice of CX”, and partnering cross-functionally to improve feature requests and customer experience.

Location: Remote

Salary: $70,000/year - $110,000/year + bonus + equity + benefits (Colorado: $75,000 - $90,000 + bonus + equity + benefits)

Company

hirify.global builds veterinary software and pet parent healthcare experiences, used daily by thousands of hospitals across the U.S.

What you will do

• Act as the “Voice of CX” by raising key customer needs during planning.
• Partner with leadership to understand business processes, pain points, and CX goals.
• Manage and scale a team of support associates: onboarding, training, performance measurement, and interviewing.
• Maintain and promote support best practices and standards.
• Work cross-functionally with engineering, partners, and corporate teams on feature requests and enhancements.
• Streamline communication and alerts with vendors and industry partners; continuously develop CX workflows.

Requirements

• 3+ years of experience in customer experience.
• 1+ years of management experience.
• Knowledge of Intercom or similar ticketing systems.
• Experience with multichannel support operations (chat, email, phone).
• Excellent written and verbal communication skills.
• Ability to handle difficult situations with patience and compassion; adapt quickly to concurrent responsibilities.

Culture & Benefits

• Remote work.
• Base pay range includes bonus, equity, and benefits.
• Comprehensive benefits package for full-time roles.
• Employment contingent on successful completion of a background check.
• No work visa sponsorship available.

Hiring process

• Submit an application via hirify.global’s Careers Page (accepted on an ongoing basis).
• Background check required for employment.