Customer Support Manager (B2B SaaS)

TL;DR

Customer Support Manager (B2B SaaS): Providing real-time support and managing customer relationships for the Fluix platform with an accent on technical troubleshooting and user education. Focus on translating customer feedback into product improvements and collaborating with engineering teams to optimize the B2B product lifecycle.

Location: Work schedule is based on Ukraine time (standard 11:00–19:00 and occasional evening shifts 19:00–23:00)

Company

hirify.global is a developer of productivity tools for Apple devices; Fluix is their B2B solution designed to automate field operations in industries like construction, energy, and aviation.

What you will do

• Act as the primary point of contact for global B2B customers, providing real-time support via email and live chat.
• Manage technical issue reporting by creating and tracking tickets for the engineering team.
• Gather and synthesize customer feedback to influence product action plans and improve user experience.
• Develop and nurture long-term relationships with customers, identifying opportunities for account growth and upsells.
• Maintain and expand the Fluix Knowledge Base to ensure documentation evolves with the product.
• Coordinate with customers through calls to align on technical solutions and next steps.

Requirements

• 1+ years of experience in a customer support role within the IT sector.
• Fluent English (spoken and written) is required.
• Technical proficiency in API integrations, server operations, cloud integration, and the iOS/Mac ecosystem.
• Experience with support tools (Zendesk, JIRA/Confluence) and CRM systems (HubSpot).
• Understanding of the B2B product lifecycle and current technology trends.
• Ability to work autonomously and manage multiple priorities in a fast-paced environment.

Culture & Benefits

• Customer-centric environment where feedback directly shapes the product experience.
• Commitment to professional mastery and a culture of continuous growth and ownership.
• Transparent and collaborative team atmosphere focused on collective success.
• Opportunity to deliver tangible value by simplifying complex field operations for global companies.
• Culture of innovation where curiosity and creative ideas are celebrated and implemented.