Product Support Manager (AI)

TL;DR

Product Support Manager (AI): Building and managing a high-performing team of Product Support Specialists to deliver exceptional enterprise support for AI systems with an accent on global coordination, strategic customer initiatives, and operational efficiency. Focus on hiring and developing talent, driving data-informed improvements, and collaborating with GTM stakeholders to enhance user experiences for strategic customers.

Location: San Francisco, CA | New York City, NY | Seattle (hybrid: at least 25% time in office)

Salary: $165,000 - $210,000 USD

Company

Quickly growing AI research organization building reliable, interpretable, and steerable AI systems for safe and beneficial impact.

What you will do

• Hire, lead, coach, and develop a team of Product Support Specialists, providing feedback and supporting career growth.
• Monitor performance, manage daily operations, capacity, and unblock team issues in real-time.
• Collaborate with global peers for consistent support delivery, including on-call and high-urgency cases.
• Partner with GTM stakeholders to scope, execute, and iterate enterprise offerings for strategic customers.
• Drive large-scale initiatives using data, aligning with business goals to improve efficiencies and user experience.
• Communicate effectively with team, stakeholders, and customers while building cross-functional partnerships.

Requirements

• 6+ years product support experience and 3+ years in people management
• Experience in B2B Enterprise or Strategic Support teams
• Thrive in fast-paced, ambiguous environments with strong judgment and decision-making
• Comfortable with globally distributed teams and building remote/in-office relationships
• Basic to intermediate SQL skills and familiarity with APIs/technical documentation for debugging
• Bachelor’s degree or equivalent in relevant field

Nice to have

• Understanding of Consumer/scaled support needs
• Excitement about hirify.global’s AI products and their positive impact

Culture & Benefits

• Competitive compensation, equity donation matching, generous vacation and parental leave
• Flexible working hours and collaborative office spaces in SF, NYC, Seattle
• Visa sponsorship available (with reasonable efforts and immigration lawyer support)
• Emphasis on impact, collaboration, communication, and diverse perspectives
• Focus on big science AI research with cohesive team efforts