Manager of Product & Customer Support

TL;DR

Manager of Product & Customer Support (SaaS Privacy): Lead and scale the support function for a data privacy platform with an accent on operations, technical troubleshooting, and team coaching. Focus on building scalable processes, automation, and cross-functional feedback loops to handle growth and ensure high customer satisfaction.

Location: Fully and permanently remote from anywhere in the U.S.

Company

hirify.global is a leading data privacy platform helping organizations comply with GDPR, CCPA, and global privacy regulations through consent management and vendor risk monitoring.

What you will do

• Own support ticket queue, operations, and KPIs like FRT, CSAT, resolution time.
• Build scalable processes, workflows, and automation for triage, routing, and resolution.
• Handle senior escalations, diagnose front-end, browser, API, and integration issues.
• Lead DevRev implementation, dashboards, and operational tooling.
• Manage and coach a small team of support ICs as a player-coach.
• Collaborate with Product, Engineering, and Customer Success to influence improvements.

Requirements

• 5+ years in technical support in SaaS
• 2–3+ years managing support teams or ICs
• Proficiency in JavaScript, HTML, CSS for debugging
• Troubleshoot client-side, browser issues with dev tools
• Strong API, integrations, systems knowledge
• Experience with support tools (Zendesk, Jira, HubSpot, DevRev)
• Ability to work cross-functionally

Nice to have

• Privacy, security, compliance SaaS experience
• Mobile SDKs (iOS/Android)
• Server-side/backend experience
• Advanced JavaScript frameworks/debugging
• Automations/scripting for workflows
• Project management tools, knowledge bases

Culture & Benefits

• Unlimited PTO with minimum two weeks required
• 100% individual/50% dependent premiums for medical, dental, vision via Aetna
• Paid parental leave, Best Place for Working Parents
• Equity, MacBook, $600 home office stipend
• Annual company trip, mental health benefits
• Training, career paths, privacy certification opportunity