Customer Success Manager

TL;DR

Customer Success Manager (Customer Support/AI): Managing the end-to-end customer support function for Consumer and Enterprise segments with an accent on AI deployment and operational efficiency. Focus on optimizing resolution times, improving CSAT, and leading a team of specialists and team leads.

Location: Must be based in Metro Manila, Philippines

Company

hirify.global is the world’s leading marketplace for photography, video, and editing, connecting top creators with brands to scale high-quality visual content.

What you will do

• Own end-to-end customer support operations for both Consumer (PAYG) and Enterprise customers.
• Aggressively explore, test, and deploy AI tooling to make the support function faster and leaner.
• Analyze team productivity and quality metrics to identify bottlenecks and improve resolution times and CSAT.
• Recruit, train, and manage a team of Customer Success Specialists and Team Leads.
• Partner with Product, Engineering, and Workforce Management to launch and operationalize service improvements.
• Develop and optimize support processes by breaking complex projects into actionable steps.

Requirements

• Proven experience managing customer support teams, including leadership of Team Leads.
• Ability to utilize data to analyze agent behavior and optimize support processes.
• Experience handling high-level escalations to protect company reputation.
• Location: Full-time presence in Metro Manila is required.

Culture & Benefits

• Culture built on extreme ownership, peak performance, and radical candor.
• Health Insurance (Day 1 HMO with dependents).
• Company Equity.
• Transportation allowance and free daily meals.
• Paid Time Off.