Head of Customer Support (SaaS)

TL;DR

Head of Customer Support (SaaS): Building and scaling a global support organization with an accent on AI integration and automation. Focus on transforming the support model into a product intelligence engine and optimizing the knowledge ecosystem.

Location: Must be based in Switzerland (Remote within the country or hybrid in St. Gallen)

Company

hirify.global provides a brand platform that transforms how teams organize digital assets and collaborate on campaigns for global brands.

What you will do

• Lead and coach a global team of ten support specialists, including direct reports and a team lead.
• Evolve the support model into a scalable system blending AI, automation, and human expertise.
• Establish structured feedback loops between Support, Product, and Engineering to influence the product roadmap.
• Build and maintain a scalable knowledge infrastructure and a culture of documentation.
• Define and monitor key success metrics such as customer satisfaction and ticket deflection.
• Partner with leadership and cross-functional teams to improve the end-to-end customer experience.

Requirements

• 6+ years of experience in SaaS support or post-sales, with 3+ years in a leadership role.
• Proven track record of building or transforming a support function with measurable impact.
• Experience deploying AI and automation in support operations to improve resolution time or quality.
• Fluent English proficiency; German is considered a plus.
• Must be located in Switzerland.
• Strong systems thinking and ability to solve problems at the root level.

Culture & Benefits

• Flexible work arrangement with a dedicated home office setup budget.
• Minimum of 25 days annual leave plus paid educational and wellbeing days.
• Pension fund with 60% contribution paid by the company.
• Workation perk: ability to work from anywhere in the world for up to 45 days per year.
• Comprehensive insurance including daily sickness and accident benefits.

Hiring process

• Initial meeting with a Talent Partner to discuss experience and explore alignment with hirify.global.