Technical Support Manager (AI)

TL;DR

Technical Support Manager (AI): Leading and scaling the support function for a high-growth AI sales platform with an accent on operationalizing customer feedback and building AI-native support systems. Focus on managing support KPIs, designing automated workflows, and collaborating with product and engineering teams to drive rapid product improvements.

Location: Must be based in the United States (Hybrid in San Francisco)

Salary: $154,900–$206,700

Company

hirify.global is an applied AI lab building an Agent Workspace for GTM teams to automate sales busywork and scale the science of sales.

What you will do

• Lead and scale a team of veteran support ICs, ensuring high-quality escalations and performance.
• Own day-to-day support outcomes, consistently exceeding SLAs and KPIs like response time and CSAT.
• Design an AI-native shared knowledge base to support rapid product growth.
• Build agents and automations to streamline the customer lifecycle and reduce ticket volume.
• Represent the voice of the customer by identifying trends and partnering with PM and Engineering to ship fixes.

Requirements

• 5+ years in Technical Support, including 2+ years in a leadership or management role at a B2B SaaS company.
• Experience building or improving support processes from the ground up at an early-stage or high-growth startup.
• Proven success managing support KPIs and SLAs in a real-time, live chat environment.
• Strong troubleshooting background across technical systems such as APIs, integrations, and VoIP.
• Experience leading cross-functional initiatives with Engineering and Product in fast-paced environments.
• Must be based in the United States.

Nice to have

• Experience shipping AI tooling in a support context (evals, retrieval, agent workflows).
• Familiarity with modern support stacks like Pylon, Intercom, or Zendesk.
• Experience with sales sequencers like Outreach, Apollo, or Salesloft.

Culture & Benefits

• Competitive base salary and equity package.
• Comprehensive benefits and generous perks.
• Opportunity to work at a high-growth, VC-backed AI startup.
• Commitment to a diverse and inclusive workplace.