Sr Manager, Partner Support (SaaS)

TL;DR

Sr Manager, Partner Support (SaaS): Leading and developing a team of support supervisors and agents across internal and outsourced partners with an accent on BPO management and B2B support delivery. Focus on driving key support KPIs, optimizing multi-channel operations, and representing the voice of the B2B customer to Product and CX leadership.

Company

hirify.global is building the definitive platform for intentional living, connecting people with inspiring experiences in fitness and wellness through brands like Mindbody and ClassPass.

What you will do

• Lead, coach, and develop a team of support supervisors and agents across internal and outsourced partners.
• Partner with BPO vendor managers to align on expectations, SLAs, and performance standards.
• Drive key support KPIs, including CSAT, FCR, AHT, Service Level, and Quality Scores.
• Leverage data-driven approaches to identify trends, uncover root causes, and implement continuous improvements.
• Oversee B2B support delivery across chat, email, and outbound phone channels.
• Collaborate with CX, Product, and Operations leadership to represent the voice of the B2B customer.

Requirements

• 5+ years of experience in customer support or customer success operations.
• 2–3 years of experience in a people management role.
• Demonstrated experience managing outsourced/BPO support teams and holding vendors accountable to SLAs.
• Proven track record managing B2B support in a SaaS or technology environment.
• Experience managing multi-channel support operations (chat, email, outbound phone).
• Strong analytical skills for building reports and making decisions based on metrics.

Culture & Benefits

• Inclusive environment that highly values diversity of backgrounds, experiences, and perspectives.
• Equal Opportunity Employer committed to non-discrimination.
• Opportunity to work on a platform reshaping technology's role to foster real-world connections.