Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Managing the customer support organization and overseeing Team Leads to drive success in a high-growth GTM platform with an accent on escalation ownership, people development, and operational excellence. Focus on improving CSAT and response times through AI-assisted tooling and systemic process improvements.

Location: Office, Mexico City

Company

hirify.global is a leading AI-native go-to-market solution for revenue teams, helping companies find and engage B2B contacts.

What you will do

• Own the resolution of complex customer escalations, serving as the senior judgment layer.
• Lead, coach, and develop a team of Team Leads, providing structured 1:1s and individual development plans.
• Drive measurable improvements in CSAT, response times, and product engagement through targeted coaching.
• Oversee the daily operational health of support pods, ensuring strict adherence to SLAs and CE standards.
• Partner with CX, Knowledge Base, and Support Ops teams to identify and close recurring customer experience gaps.
• Execute OKR initiatives and communicate performance trends and friction points to the Director of Support.

Requirements

• Proven experience in people leadership, specifically coaching and developing other managers/leads.
• Expertise in diagnosing CX gaps using both qualitative and quantitative signals.
• Strong ability to handle high-stakes customer and personnel situations independently.
• Analytical proficiency in tracking CSAT, SLA, handle time, and attrition data.
• Fluency in AI-assisted tooling and interaction analytics to scale coaching.
• Location: Must be based in Mexico City

Culture & Benefits

• AI-native environment focused on continuous improvement and automation.
• Culture of extreme ownership, urgency, and voracious learning.
• High level of autonomy and investment in professional growth.
• Collaborative "all for one" approach across departments.
• Support for bold ideas and courageous action in a fast-paced SaaS setting.