VP, Customer Support (SaaS)

TL;DR

VP, Customer Support (SaaS): Scaling and leading worldwide technical support operations with an accent on Customer Experience (CX) and operational maturity. Focus on implementing Intelligent Swarming models, reducing ticket deflection through self-service, and integrating global teams following M&A activity.

Location: Remote (Anywhere). US headquarters; specific benefits provided for US-based team members.

Company

hirify.global creates better work experiences for people everywhere through a flexible global office culture.

What you will do

• Lead and scale worldwide support operations to drive superior Customer Experience (CX) that fuels retention and growth.
• Operationalize and mature the Intelligent Swarming model for unified global problem resolution.
• Optimize self-service channels, knowledge management, and community engagement to significantly reduce ticket deflection.
• Manage the blending of support teams and processes following mergers and acquisitions into a cohesive global unit.
• Collaborate as a key stakeholder with Sales, Engineering, and Product teams to ensure seamless customer handoffs.
• Define and optimize support KPIs using TSIA and industry best practices (e.g., Time-to-Resolution, CES).

Requirements

• 5-7+ years of experience leading large-scale, global technical support organizations within a B2B SaaS environment.
• Proven track record of successfully blending teams and processes through M&A activity.
• Experience implementing modern support models such as Intelligent Swarming or TSIA methodology.
• Expert-level administration of CRM/Ticketing systems: Salesforce Service Cloud, Zendesk, and/or ServiceNow.
• Proficiency with JIRA and AI/ML-driven support analysis tools like SupportLogic.
• Strong working knowledge of General Cloud Architecture (Google, AWS, Azure) and infrastructure principles.

Culture & Benefits

• For US members: Medical, dental, vision coverage, 401(k) plan, and fully paid parental leave.
• Generous PTO and flexible work schedules.
• Remote work opportunities and paid company holidays.
• hirify.global Quiet Fridays: No non-essential internal meetings scheduled.
• Casual dress work environment.