Technical Support Manager (SaaS)

TL;DR

Technical Support Manager (SaaS): Leading the Accounts & Billing customer support team in LATAM to deliver exceptional customer experiences with an accent on operational KPIs, team development, and escalation management. Focus on optimizing support workflows, mentoring Technical Support Engineers, and implementing data-driven process improvements.

Location: Remote, must be based in Colombia

Company

hirify.global is a global leader in cloud communications, providing APIs that empower businesses to create personalized customer experiences.

What you will do

• Manage a team of Technical Support Engineers in LATAM, focusing on engagement, motivation, and performance.
• Oversee operational KPIs including CSAT, Time To Solve, SLA adherence, and backlog management.
• Lead internal and external escalations and perform root cause analysis (RCA) to prevent recurring issues.
• Optimize support workflows using data-driven insights from tools such as Tableau, Looker, and Zendesk.
• Execute career growth plans, coaching, and mentoring for direct reports to ensure professional development.
• Collaborate with cross-functional stakeholders to surface customer insights and product concerns.

Requirements

• Proven experience in people management, coaching, and performance management.
• Must be based in Colombia.
• Experience working with diverse teams across different geographic locations and time zones.
• Strong English written and verbal communication skills.
• Ability to create and maintain internal and external technical documentation.
• Learning mindset and ability to solve complex problems at scale.

Nice to have

• 2+ years of experience as a P4 Team/Tech Lead or Technical Support Manager.
• Knowledge of billing processes, invoicing, and pricing.
• Experience with Zuora and Salesforce.

Culture & Benefits

• Remote-first work culture with a strong emphasis on global inclusion.
• Competitive pay and generous time off.
• Comprehensive healthcare and retirement savings programs.
• Ample parental and wellness leave.
• Support for volunteering and community donation efforts.