Manager, Product Support

TL;DR

Manager, Product Support (SaaS): Lead product support department driving customer satisfaction, operational efficiencies, and long-term outcomes with an accent on SLAs, KPIs, escalations, and cross-functional collaboration. Focus on establishing quarterly strategies, managing critical escalations, analyzing metrics, and building customer success programs.

Location: Salt Lake City, Utah. Candidates must be local and open to working a hybrid model. Travel is expected for team and company offsites several times a year.

Company

hirify.global is the all-in-one cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

What you will do

• Maintain best-in-class SLAs for phone, chat, and email support channels.
• Establish quarterly strategies, KPIs, prioritize work, and monitor team performance.
• Drive operational efficiencies to resolve issues faster with higher customer satisfaction and fewer resources.
• Manage critical customer escalations to successful outcomes and build trusted relationships.
• Gather metrics, feedback, and analysis to implement training and ensure service quality.
• Collaborate with product, sales, and other teams to build customer success programs and meet deliverables.

Requirements

• 3+ years in a leadership role overseeing customer support, preferably SaaS.
• Expertise in customer service operations, processes, and infrastructure.
• Experience leveraging AI tools to address customer needs.
• Ability to understand customer concerns, troubleshoot products, and drive efficiencies.
• Success in recruiting, building, training, and promoting teams.
• Excellent collaboration and team focus skills.

Nice to have

• Zendesk experience.

Culture & Benefits

• Hybrid and remote work models based on proximity to office hubs, with expected travel for offsites.
• Competitive base salaries, generous PTO, paid maternity/parental/medical leave.
• Comprehensive health benefits (100% premiums for employee-only, 50% for families), mental health counseling via BetterHelp.
• 401(k) with 100% employer match up to 6%, FSA/HSA, life/AD&D insurance.
• Wellness allowance up to $60/month, $300 home office setup bonus after one year, continuing education support.