Manager, Customer Support

TL;DR

Manager, Customer Support (Public Safety Software): Lead a team of support specialists providing technical support, user enablement, and hybrid services with an accent on operational excellence, SLA compliance, and customer adoption metrics. Focus on handling critical escalations, implementing AI-driven tools, and driving process improvements for mission-critical software solutions.

Location: U.S. (Remote)

Company

hirify.global is a global public safety solutions company building an ecosystem of intuitive tools for agencies, forensic labs, court systems, and schools.

What you will do

• Lead and develop a team of 5-15 support specialists across technical, user enablement, and hybrid disciplines.
• Drive performance on SLA targets, adoption rates, and customer satisfaction through daily operations and metrics analysis.
• Handle critical escalations, collaborate with technical teams, and implement process improvements including AI tools.
• Conduct one-on-ones, performance reviews, training programs, and on-call schedules.
• Build customer relationships, develop documentation, and contribute to product roadmap discussions.
• Foster a customer-first culture with root cause analysis and permanent solutions.

Requirements

• Bachelor's degree in Computer Science, Technology, Information Systems, Business or related field
• 6-8+ years in customer support with 2+ years in managerial role
• Experience with public safety or mission-critical software preferred
• Proven track record managing diverse support teams, SLAs, and adoption KPIs
• Strong technical foundation, communication, leadership, and analytical skills
• Compliance with CJIS Security Policy: must pass fingerprint-based background check and maintain security clearances
• Proficiency with support ticketing systems, reporting tools, and 24x7 operations.

Nice to have

• ITIL certification or service management experience
• Customer Success Manager certification
• Experience with support automation, AI technologies, and public safety standards
• SQL knowledge and system integration concepts

Culture & Benefits

• Comprehensive benefits offering including base salary, potential incentives, and performance bonuses.
• Commitment to innovation, customer success, and continuous learning.
• Equitable compensation aligned with skills, experience, and market data.
• Focus on equity, diversity, inclusion, and barrier-free workplace with accommodations available.