Senior Manager, Dedicated Product Support (SaaS)

TL;DR

Senior Manager, Dedicated Product Support (SaaS): Leading a specialized team of analysts supporting strategic enterprise customers with an accent on escalation management and operational excellence. Focus on driving resolution for high-impact incidents, influencing cross-functional decisions with Product and Engineering, and optimizing the dedicated support model.

Location: Remote (Must be based in North America/NOAM)

Salary: $110,000 - $125,000

Company

hirify.global is an enterprise SaaS provider focusing on creating incredible customer experiences for the staffing industry.

What you will do

• Take personal ownership of high-impact escalations and lead difficult customer conversations with executive presence.
• Manage a team of Dedicated Product Support Analysts, ensuring high standards of backlog hygiene and case progression.
• Collaborate with Product, Engineering, Customer Success, and Services to resolve complex technical issues.
• Advocate for customer needs to influence prioritization decisions at the program level.
• Drive the continuous improvement and evolution of the dedicated support model.

Requirements

• Must be based in North America (NOAM).
• 5-7+ years of experience in Product Support, Technical Support, or Customer Experience.
• 2-4+ years of people management experience.
• Proven experience handling high-severity escalations and executive-level customer interactions.
• Working knowledge of enterprise SaaS solutions and business models.
• Exceptional verbal and written communication skills.

Nice to have

• Experience within the staffing industry.
• Background in SaaS or cloud-based software solutions.
• Interest in or understanding of AI.

Culture & Benefits

• Medical, Dental, and Vision benefits effective from day one.
• 401(k) plan with company match.
• Unlimited planned paid time off.
• Global mental health support and on-demand learning and development.
• Quarterly paid volunteer days and a company-wide mentor program.