Manager, Technical Support (SaaS)

TL;DR

Manager, Technical Support (SaaS): Leading a local team of support agents to foster strong post-sale technical relationships with customers with an accent on team performance, career development, and OKR management. Focus on mentoring staff, managing critical customer escalations, and optimizing case management processes to ensure high CSAT and CES.

Location: Jakarta (Hybrid)

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver personalized experiences through AI-powered decisioning and journey orchestration.

What you will do

• Lead and mentor a local team of technical support agents, conducting regular 1:1s and creating career development plans.
• Manage team performance by setting, reviewing, and evaluating OKRs and key KPIs.
• Oversee critical people processes, including talent recruitment, hiring, and onboarding.
• Act as the primary escalation point for complex technical customer issues to ensure high satisfaction.
• Advocate for and maintain global team standards and process standardization across decentralized regions.

Requirements

• 2-4 years of management experience overseeing a technical support organization, preferably in a B2B SaaS environment.
• Proven track record in leadership, talent development, and mentoring high-performing teams.
• Experience managing critical customer-facing escalations and communicating with internal/external stakeholders.
• Proficiency with case management tools such as Salesforce, Zendesk, or similar CRM systems.
• Deep understanding of support KPIs, including CSAT and Customer Effort Score (CES).
• Experience working within decentralized organizations across diverse regions and time zones.

Nice to have

• Knowledge of HTML, CSS, JavaScript, APIs, and/or SQL.
• Experience with tools such as Postman, Snowflake, or Kibana.

Culture & Benefits

• Hybrid work environment designed to prioritize work-life harmony.
• Competitive compensation packages that may include equity and Employee Stock Purchase Plans.
• Comprehensive medical, dental, vision, life, and disability insurance.
• Flexible paid time off and family services, including fertility benefits and paid parental leave.
• Professional development support through formal career pathing and a yearly learning stipend.
• Collaborative and transparent culture recognized as a Great Place to Work®.