Client Support Supervisor (SaaS)

TL;DR

Client Support Supervisor (SaaS): Managing a customer support team for public safety digital solutions with an accent on KPI monitoring, escalation management, and process optimization. Focus on improving SLA adherence and CSAT through team mentoring and collaboration with technical departments.

Location: Remote (Must be able to pass FBI and State Criminal Justice Information Security (CJIS) background checks)

Salary: $50,000 - $60,000 per year

Company

hirify.global is an innovative SaaS company providing digital solutions, such as body cameras and digital evidence systems, for frontline public safety professionals.

What you will do

• Monitor and report on key performance metrics including SLA adherence, CSAT, and ticket backlogs.
• Manage the support team's work schedules, attendance, and call queue.
• Oversee the Tier-2 to Tier-3 escalation process and collaborate with Product, Engineering, and QA teams.
• Create and maintain internal and customer-facing knowledge base documentation.
• Train and mentor Tier-1 and Tier-2 Customer Support Representatives.
• Oversee Zendesk configuration and ensure all support processes are strictly followed.

Requirements

• High school diploma or GED (Associate's degree or technical certifications preferred).
• 2+ years of experience in Technical or Customer Support roles.
• Experience with help desk software, specifically Zendesk.
• Ability to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background checks and certifications.
• Excellent verbal and written communication skills.

Culture & Benefits

• 15 PTO days plus a floating holiday.
• Comprehensive medical, dental, and vision insurance.
• 401(k) plan with company matching.
• Annual bonus and tuition reimbursement.
• Collaborative, mission-driven environment focused on public safety.