Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Managing customer support operations and data-driven analysis for a B2B SaaS platform with an accent on resolving customer issues, identifying trends, and improving support workflows. Focus on analyzing support ticket data, building dashboards, and collaborating with product and engineering teams to prioritize fixes based on customer impact.

Location: Boston-based (on-site role)

Company

hirify.global is democratizing the secret technologies of the walled gardens and creating a privacy-first, cookie-free world of clean advertising with modern tech, friendly products, and AI.

What you will do

• Own the day-to-day support queue, triage incoming tickets, resolve issues, and escalate when needed within SLA.
• Serve as a clear, confident, and empathetic first point of contact for customers via email, Slack, and video calls.
• Analyze support ticket trends, response times, resolution rates, and customer feedback to identify recurring issues and root causes.
• Build and maintain dashboards and reports that give the CS team visibility into support health and customer satisfaction.
• Help design and improve support workflows, documentation, and self-serve resources for customers.

Requirements

• 2+ years of experience in a customer support, customer success, or operations role in a B2B SaaS environment.
• Strong analytical skills and comfort working with data, building spreadsheets or dashboards, and drawing conclusions from messy information.
• Excellent written and verbal communication skills to explain complex things simply and professionally to customers.
• High attention to detail and strong organizational skills.
• Customer-first mindset.
• Comfort navigating ambiguity in a fast-paced, high-growth startup environment.
• Boston-based (on-site role).

Nice to have

• Experience in ad tech, retail media, or marketplace platforms.
• Basic SQL or data querying skills.
• Experience working cross-functionally with Product and Engineering teams.
• Fluency in Spanish or Portuguese.

Culture & Benefits

• Rapid growth environment with aggressive goals and candid feedback.
• Be part of an elite and collaborative sports team.
• Remote-working options with coworking memberships.
• Flexible PTO schedule with floating holidays.
• Working equipment of your choice.