Manager, Customer Support (AI)

TL;DR

Manager, Customer Support (AI): Leading a high-performing team of Technical Support Specialists to deliver exceptional customer experiences for an AI-driven customer service platform with an accent on people management and operational excellence. Focus on optimizing response times, driving customer satisfaction, and iterating on support workflows within a fast-paced startup environment.

Location: Hybrid in Chicago, Illinois. Proof of eligibility to work in the United States is required.

Salary: $109,000 - $130,000

Company

hirify.global (Fin) is an AI Customer Agent company building a high-performance platform to help businesses provide seamless, always-on customer support.

What you will do

• Onboard, coach, and lead a team of approximately 10 Technical Support Specialists.
• Drive key performance metrics, including first response times and overall customer satisfaction (CSAT).
• Identify and execute new workflows and projects to enhance the customer experience.
• Collaborate with R&D, Sales, and Marketing teams to represent the voice of the customer.
• Develop and refine internal processes and policies to increase efficiency and results.

Requirements

• 4+ years of experience in customer support/service, ideally within a SaaS or technology company.
• Minimum 3 years of experience directly managing a team and building a strong team culture.
• Proof of eligibility to work in the United States is required.
• Strong interpersonal and writing skills for effective asynchronous global collaboration.
• Proven experience managing teams to metrics, conducting 1:1s, and handling performance reviews.
• Ability to analyze data patterns to provide actionable strategic recommendations.

Culture & Benefits

• Competitive base salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off and a Paid Parental Leave Program.
• 401k plan with company match.
• Hybrid work policy requiring at least three days per week in the Chicago office.