Sr Manager, Partner Support (SaaS)

TL;DR

Sr Manager, Partner Support (SaaS): Leading and developing a team of support supervisors and agents for B2B partner support within a wellness platform with an accent on BPO vendor management and KPI optimization. Focus on driving CSAT and FCR, leveraging data-driven approaches to identify root causes, and collaborating with CX and Product leadership.

Company

hirify.global offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles through a personalized and joyful platform.

What you will do

• Lead, coach, and develop a team of support supervisors and agents across internal and outsourced partners.
• Manage BPO/outsourced vendors to align on expectations, SLAs, and performance standards.
• Own and drive key support KPIs including CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), and Quality Scores.
• 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.
• Manage enablement and QA while partnering with workforce management to ensure performance KPIs are met.

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 with proficiency in building reports and interpreting data for decision making.

Culture & Benefits

• Mission-driven environment focused on fostering meaningful, real-world connections.
• Strong commitment to diversity, equity, and inclusion.
• Equal Opportunity Employer valuing a wide range of backgrounds and perspectives.