Senior Manager Customer Support (AI)

TL;DR

Senior Manager Customer Support (AI): Leading and scaling the AMER customer support organization to deliver world-class user experiences for an AI language platform with an accent on strategic regional vision and operational maturity. Focus on managing team leaders, optimizing support workflows through AI and automation, and partnering cross-functionally to drive product improvements based on customer pain.

Location: Hybrid in Austin, USA (office attendance twice a week required)

Company

hirify.global is a global AI product and research company specializing in secure, intelligent language translation and writing solutions.

What you will do

• Develop and execute the regional strategy for AMER Customer Support to achieve world-class service levels.
• Manage and coach a team of team leaders to build high-performing and resilient support organizations.
• Optimize operational workflows and reduce friction using data-driven insights and scalable processes.
• Partner with Product and Engineering teams to translate customer feedback into product enhancements.
• Collaborate with Sales and Customer Success to deliver premium support and strengthen long-term partnerships.
• Establish mature performance metrics (CSAT, resolution, backlog health) to guide regional priorities.

Requirements

• Significant leadership experience in Customer Support/CX, specifically managing other managers in high-growth tech.
• Proven track record of modernizing support models through AI, automation, and specialization.
• Expertise in organizational design, talent development, and creating clear growth paths.
• Strong operational skills with proficiency in platforms like Zendesk and Salesforce.
• Ability to influence senior stakeholders and build trust across cross-functional teams.
• Must be based in or able to work hybridly from Austin, USA

Culture & Benefits

• Hybrid work model with flexible hours and a focus on productivity.
• Ownership opportunities through Virtual Shares.
• Generous leave policy with 30 days of annual leave plus public holidays.
• Collaborative environment with monthly "Hack Fridays" for creative projects.
• Diverse global community with representatives from over 90 nationalities.
• Regular in-person team events and comprehensive local benefit packages.