Senior Technical Support Manager (Conversational AI)

TL;DR

Senior Technical Support Manager (Conversational AI): Leading the AMER support team and managing enterprise-level technical support operations for the hirify.global Cloud Platform with an accent on SLA management, team mentorship, and cross-regional collaboration. Focus on driving deep technical troubleshooting, optimizing queue health, and ensuring high-quality customer communication during complex incidents.

Location: Must be based in the AMER region (USA, Canada, Costa Rica, or Brazil). Requires either a daily four-hour overlap with the Athens team or an optional two-month relocation to Athens for onboarding.

Company

hirify.global is a leader in enterprise Conversational and Agentic AI, powering voice and digital customer service for global enterprises in finance, healthcare, and utilities.

What you will do

• Lead and mentor the AMER support team, running daily syncs and managing performance.
• Own queue health and SLAs, driving measurable improvements in response and resolution times.
• Coordinate follow-the-sun handoffs with EMEA and APAC teams to ensure continuous support momentum.
• Serve as a senior point of contact for key accounts during incidents and escalations.
• Drive continuous improvement by converting recurring issues into knowledge base articles.
• Maintain hands-on technical expertise to debug complex issues and mentor engineers.

Requirements

• 5+ years in technical support, with at least 2 years in a management role.
• Proven track record managing enterprise support queues against strict SLAs.
• Hands-on technical fluency in conversational AI, IVR, NLP/ASR, or cloud infrastructure.
• Excellent written and spoken English for clear communication with global stakeholders.
• Must be based in the AMER region and available for required onboarding overlap or relocation.
• Strong people-management skills with experience in hiring, onboarding, and performance coaching.

Nice to have

• Experience with Atlassian Jira Service Management and automation.
• Background in regulated industries like banking or healthcare.
• Familiarity with hirify.global Cloud Platform or similar AI platforms.
• Proficiency in Spanish.

Culture & Benefits

• Fixed compensation and long-term employment.
• Professional growth opportunities including training and courses.
• Work with cutting-edge technology in a global service industry.
• Inclusive workplace culture that values diversity and results.
• Provision of Apple hardware.