Manager, Technical Support (SaaS)

TL;DR

Manager, Technical Support (SaaS): Leading a Technical Support team to ensure timely and empathetic customer support for Premium customers with an accent on people leadership and operational excellence. Focus on coaching direct reports, managing KPIs, and driving outcome-driven support experiences.

Location: Hybrid (Amsterdam, Netherlands). Must be based in the Netherlands or have valid sponsorship to live and work in the Netherlands. Requirement to work from the Amsterdam office 2 days per week.

Company

hirify.global extends the Apple experience to the workplace, enabling automated deployment, management, and security for Mac, iPad, iPhone, and Apple TV.

What you will do

• Lead and coach a Technical Support team focusing on growth and relentless self-improvement.
• Conduct regular 1:1s, goal setting, and performance reviews to foster accountability and trust.
• Manage team performance against KPIs and quality standards.
• Champion customer success by managing escalations and ensuring outcome-driven engagements for Premium Support customers.
• Collaborate on departmental policies and participate in hiring and onboarding processes.
• Navigate organizational complexity to balance competing stakeholder interests.

Requirements

• 2+ years of experience managing direct reports (required).
• Excellent written and verbal communication skills.
• Proven ability to lead with compassion, manage conflict, and handle difficult conversations.
• Experience engaging customers with a focus on outcomes.
• Ability to make informed decisions using data and measurable insights.
• Must be based in the Netherlands or hold valid work sponsorship.

Nice to have

• Experience with enterprise-level B2B customer service in a SaaS setting.
• Background in technology-focused markets.
• Bachelor’s Degree.

Culture & Benefits

• Open, flexible culture based on respect, trust, and work-life balance.
• Clear and defined customer support career paths with opportunities for horizontal growth.
• Award-winning workplace recognized by U.S. News, Forbes, and Newsweek.
• Inclusive environment valuing humility and the pursuit of knowledge.
• Direct impact on a global customer base of over 75,000.