Support Operations Manager (AI)

Location: Metro Manila; 100% onsite in Ortigas, Philippines

Company

hirify.global operates an on-demand marketplace connecting businesses with photographers, videographers, editors, and brands that need visual content.

What you will do

• Own end-to-end customer support for Consumer and Enterprise customers.
• Lead Team Leads and Customer Success Specialists while recruiting, training, and developing the support organization.
• Deploy AI tools such as LLM-assisted replies, AI triage, AI quality assurance, and automation to improve operational metrics.
• Analyze productivity, quality, customer satisfaction, and resolution-time data to identify bottlenecks and implement improvements.
• Build and optimize support processes, including a Resolution Center designed to increase repeat bookings.
• Partner with Product, Engineering, Workforce Management, and Knowledge Management to launch and operationalize improvements.

Requirements

• 5+ years of experience in customer support, customer success, or operations management.
• At least 2 years of leadership experience managing teams of 20 or more.
• Hands-on experience deploying AI in a support or operations environment to improve a real operational metric.
• Extensive data analytics experience and proficiency with BI tools for KPI dashboards covering CSAT, resolution time, productivity, and quality.
• Experience leading initiatives end to end and working cross-functionally with Product, Engineering, and Operations.
• Fluency in written and spoken English and availability for 100% onsite work in Ortigas, Metro Manila.

Culture & Benefits

• Competitive pay.
• Transportation allowance.
• Health insurance with Day 1 HMO coverage for dependents.
• Free daily meals.
• Paid time off and company equity.
• Culture focused on ownership, performance, customer obsession, data-informed problem solving, accountability, and diversity.