Senior Director of Customer Support

TL;DR

Senior Director of Customer Support: Overseeing and scaling a global multi-tiered support organization for an AI-powered marketing platform with an accent on vendor (BPO) management and operational excellence. Focus on designing robust support strategies, optimizing KPIs/SLAs, and bridging collaboration between support, product, and engineering teams.

Location: Must be based in the United States (Remote)

Salary: $180,000 - $210,000 USD

Company

hirify.global is a leader in AI-powered marketing solutions for multi-location businesses, providing a unified platform that executes local marketing work autonomously.

What you will do

• Define and execute a global customer support strategy across Tier 1, Tier 2, and Tier 3 support structures.
• Manage BPO vendor partnerships to ensure high-quality service delivery, CSAT, and operational efficiency.
• Lead the Enterprise Support team to provide white-glove service for high-value strategic clients.
• Collaborate with Product and Engineering teams to resolve complex technical issues and drive long-term fixes.
• Design scalable workflows and leverage data to integrate AI and automation into support processes.
• Recruit, develop, and retain leadership talent while fostering a culture of customer obsession.

Requirements

• Must be located in the United States
• 10+ years of experience in customer support or operations with 5+ years in senior leadership
• Proven track record managing BPO/vendor support operations at scale
• Experience leading multi-tiered support organizations including enterprise and technical tiers
• Strong operational and analytical mindset with expertise in managing KPIs and SLAs
• Experience partnering cross-functionally with Product, Engineering, and GTM teams

Nice to have

• Experience scaling global support organizations
• Familiarity with support technologies like Zendesk, Salesforce Service Cloud, or Intercom
• Background in implementing AI, automation, or self-service strategies
• Strong financial acumen regarding vendor budgeting and cost optimization

Culture & Benefits

• Comprehensive benefits package including health, dental, and vision insurance
• 401(k) plan with employer match
• Flexible paid time off and quarterly wellness days
• Collaborative and fast-paced agile environment
• Global remote team culture focused on career growth and development