Manager, Xvantage for Customer (SaaS)

TL;DR

Manager, Xvantage for Customer (SaaS): Leading day-to-day support operations for the X4C platform to ensure fast and effective customer resolution with an accent on knowledge management, automation, and operational processes. Focus on reducing customer friction through collaboration with Product and Engineering and enabling AI-driven support tools.

Location: Williamsville, NY, USA

Salary: $78,000 - $124,800

Company

hirify.global is a leading global technology company and distributor for the IT ecosystem, providing a digital platform called Xvantage.

What you will do

• Lead a team responsible for resolving platform issues related to product discovery, quoting, ordering, and billing.
• Collaborate with Product and Engineering teams to identify recurring issues and drive platform usability improvements.
• Support the adoption of AI-enabled tools, including conversational AI and automated diagnostics.
• Implement Knowledge-Centered Service (KCS) practices to improve knowledge capture and reuse.
• Coordinate the resolution of platform incidents with SRE and Engineering teams to prevent recurrence.
• Manage and coach a team of specialists, fostering a culture of operational excellence.

Requirements

• Must be based in Williamsville, NY, USA
• 6–8 years of experience in technical or platform support roles.
• Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.
• Bachelor's degree or equivalent combination of education and experience.
• Familiarity with AI-enabled support tools and knowledge management preferred.

Culture & Benefits

• Comprehensive healthcare benefits and wellbeing programs.
• Paid time off and parental leave.
• 401(k) plan with company match.
• Short-term and long-term disability and basic life insurance.