Senior Manager of Support (Healthcare SaaS)

TL;DR

Senior Manager of Support (Healthcare SaaS): Leading the Level 1 Support organization to deliver high-quality omnichannel customer experiences with an accent on AI-first transformation and operational excellence. Focus on scaling support operations, managing frontline leaders, and leveraging analytics to improve customer satisfaction.

Location: Must be based in the United States

Salary: $80,000 – $90,000 USD per year

Company

hirify.global is a leading service commerce platform providing tailored SaaS solutions for the Home & Field Services, Health, and Wellness industries.

What you will do

• Lead and develop a high-performing Tier 1 Support organization across phone, chat, email, and AI-assisted channels.
• Manage and coach frontline leaders to foster accountability and continuous improvement.
• Drive AI-first support transformation through self-service and AI augmentation.
• Optimize channel strategy and workflows to improve efficiency and AI containment.
• Own operational KPIs and dashboards to provide leadership visibility into trends and risks.
• Partner with Product, Engineering, and Customer Success to resolve root-cause issues.

Requirements

• 5+ years of experience leading high-volume customer support organizations.
• 3+ years of experience managing managers or supervisors.
• Proven success in omnichannel support environments including phone, email, and chat.
• Experience implementing or operating AI-augmented support systems.
• Must be eligible to work in the US without sponsorship.
• Bachelor’s degree in business, computer science, or healthcare management preferred.

Culture & Benefits

• Flexibility to work in-office, remote, or hybrid within the US.
• 401k with up to a 4% match and immediate vesting.
• Comprehensive health and wellness package with an annual stipend.
• Flexible and generous (FTO) time-off.
• Employee Stock Purchase Program.