Customer Product Support Manager (SaaS)

TL;DR

Customer Product Support Manager (SaaS): Leading the EMEA regional support team to move towards a more mature, structured, and strategic organization with an accent on team stabilization, coaching, and operational excellence. Focus on managing team-wide KPIs (CSAT, SLA), handling high-sensitivity escalations, and translating customer pain points into actionable product strategy.

Location: Based in the Dublin office with an office-centric hybrid schedule (standard in-office days: Monday, Tuesday, Thursday)

Salary: €95,000–108,000

Company

hirify.global is a leading platform for human + AI collaboration that helps millions of teams achieve their goals faster.

What you will do

• Lead the EMEA Customer Product Support team, managing individual contributors and leads.
• Provide coaching, mentorship, and structured feedback to strengthen technical expertise and leadership capability.
• Own accountability for team-wide KPIs, including CSAT, SLA attainment, and backlog management.
• Oversee high-visibility or high-sensitivity customer escalations and ensure internal stakeholder alignment.
• Surface product issues and customer pain points to senior leadership using data and business impact framing.
• Build a customer-first culture grounded in the Support Team's Mission, Vision, and Values.

Requirements

• Must be based in Dublin, Ireland.
• 8+ years in customer-facing support, success, or services roles.
• 4+ years in direct people leadership within the SaaS space.
• Experience scaling customer support teams through cultural and operational changes.
• Track record of delivering against KPIs and implementing process improvements.
• Strong communication and storytelling skills to build trusting relationships.

Nice to have

• Experience managing support teams operating in multiple languages (German, French, Spanish, Portuguese).
• Deep experience supporting complex technical products.

Culture & Benefits

• Comprehensive compensation package with yearly pay equity audits.
• Mental health, wellness, and fitness benefits.
• Career coaching and professional support.
• Inclusive family building benefits.
• Long-term savings or retirement plans.
• In-office culinary options to cater to dietary preferences.