Senior Manager of Customer Support (SaaS)

TL;DR

Senior Manager of Customer Support (SaaS): Leading and growing Technical Support Specialists and Tier I/II support teams for an accounting software platform with an accent on scaling support operations and operational efficiency. Focus on implementing AI-driven process enhancements, monitoring KPIs, and improving the overall customer experience in a high-growth environment.

Location: Hybrid in South Jordan, UT (M, W, F in-office)

Company

hirify.global is a fast-growing SaaS company building efficient practice management software for accounting firms.

What you will do

• Lead and mentor Tier I and Tier II support teams across email, chat, and phone channels.
• Develop and implement scalable processes to improve team efficiency and customer satisfaction.
• Identify and leverage AI tools for process enhancement.
• Monitor and report on key performance indicators (KPIs) such as response times and resolution rates.
• Collaborate with Product, Engineering, and Sales to ensure support teams have necessary tools and knowledge.
• Manage escalation processes and identify product improvement trends from support cases.

Requirements

• 6+ years of experience managing customer support teams, ideally in a SaaS environment.
• Proven track record of scaling support operations in fast-paced, high-growth settings.
• Experience utilizing AI tools to optimize customer support.
• Strong leadership, coaching, and analytical skills.
• Experience working with customer support platforms.
• Must be based in or able to work hybrid in South Jordan, UT.

Culture & Benefits

• Flexible Paid Time Off and 10 company holidays.
• Comprehensive health benefits including Medical (100% premiums covered for employees), Dental, Vision, and HSA match.
• 401(k) with 100% match up to 3% and immediate vesting.
• Mental health support via Impact Suite and Employee Assistance Program (EAP).
• Paid New Parent and Birthing Parent Leave.
• Peer-to-peer recognition through Nectar and monthly company-wide events.

Hiring process

• Application review and initial screening.
• 20-minute phone call with the People Team.
• 45-60 minute video or in-person interview with the Hiring Manager.
• 1-3 additional rounds of interviews depending on the role.
• Final Interview.