Support Manager (AI)

TL;DR

Support Manager (AI/SaaS): Owning the end-to-end customer support experience for an AI-native procurement platform with an accent on process optimization, AI integration, and technical troubleshooting. Focus on designing scalable support workflows, reducing ticket volume through self-service, and translating customer feedback into product insights.

Location: Remote (Must be based in Spain)

Company

hirify.global builds an all-in-one, AI-native sourcing platform that automates procurement and brings transparency to complex enterprise projects.

What you will do

• Own the end-to-end customer support experience, ensuring fast, high-quality, and empathetic service.
• Act as the primary escalation point for complex technical issues, coordinating with Product and Engineering for resolution.
• Design and implement scalable support processes, workflows, SLAs, and automation tools.
• Leverage AI tools to enhance support efficiency and create a more intelligent user experience.
• Maintain and improve the Help Center and FAQs to enable customer self-service and reduce ticket volume.
• Translate recurring issues and customer feedback into actionable insights for the Product and Engineering teams.

Requirements

• Must be based in Spain.
• 3+ years of experience supporting enterprise procurement software or procurement-adjacent SaaS products.
• Proven experience owning or significantly contributing to a support function in a scaling environment.
• Ability to debug issues, trace root causes, and collaborate on technical topics with Engineering.
• Fluency in English is required.
• Experience with Intercom or similar support tools.

Nice to have

• Proficiency in German, French, or Spanish.

Culture & Benefits

• High autonomy and minimal bureaucracy within a product-driven, startup-style culture.
• Monthly Growth Days dedicated to professional development.
• Regular team events at the company headquarters in Zurich.
• Opportunity to work with renowned global customers such as PepsiCo, Estée Lauder, and Walmart.