Senior Director, Customer Support (LegalTech)

TL;DR

Senior Director, Customer Support (LegalTech/AI): Leading a global support organization to transition into an AI-first model with an accent on deploying AI agents and voice channels. Focus on scaling support as a growth engine, integrating PLG motions, and optimizing multi-product support excellence.

Location: Remote (USA) or Hybrid (Vancouver, Calgary, Toronto, Dublin, or Sydney) with a minimum of two office visits per week for local staff.

Salary: $184,000 – $276,000 USD

Company

hirify.global is a global leader in legal AI technology, providing a SaaS platform that empowers legal professionals and law firms to work more efficiently.

What you will do

• Lead and develop a global support team of over 150 people across five international locations.
• Design and execute the strategy to evolve support into an AI-first model using agents like Maven, Decagon, and Sierra.
• Manage the end-to-end support lifecycle for the core practice management platform and the hirify.global Work AI assistant.
• Build a robust product feedback loop by partnering with R&D and Engineering to turn support signals into roadmap priorities.
• Drive operational excellence through AI-driven KPIs, Workforce Management (WFM), and Support Systems architecture.
• Identify and convert Customer Success Qualified Leads (CSQLs) to turn support into a growth engine.

Requirements

• 8+ years of experience leading 100+ person CX/support organizations in high-growth B2B SaaS.
• Proven track record of deploying AI support technologies at scale.
• Direct experience with modern AI platforms such as Maven AI, Decagon, Sierra, or Intercom Fin.
• Deep understanding of AI agent architecture, including escalation logic and human-in-the-loop workflows.
• Must be based in the USA for remote work or local to the specified hybrid office cities.

Nice to have

• Experience in legal tech, professional services SaaS, or other high-trust regulated verticals.
• Hands-on experience with Product-Led Growth (PLG) support models.
• Familiarity with deploying AI voice agents and conversational IVR.

Culture & Benefits

• Hybrid work environment for local employees.
• Competitive salary with top-tier health, dental, and vision insurance.
• Flexible time off policy with an encouraged 20 days off per year.
• 401k matching and Child Education Savings.
• EAP benefits for employees and household members.
• Long-term recognition through the hirify.globalversary program.