Manager, Client Services (SaaS)

TL;DR

Manager, Client Services (SaaS): Leading and growing a technical support team to ensure high-quality customer experiences with an accent on performance coaching and KPI optimization. Focus on managing strategic improvement projects, optimizing CSAT and FCR, and coordinating incident handling procedures.

Location: Fully remote (United States)

Salary: $80,000 - $90,000 / year

Company

hirify.global is a leading provider of cloud communications and collaboration technology that allows companies to connect better.

What you will do

• Develop, coach, and manage a team of up to 18 Technical Support Specialists/Engineers.
• Manage performance outcomes based on primary KPIs: CSAT, FCR, and productivity measurements.
• Lead strategic improvement projects to enhance the customer experience (Worry Free Experience™).
• Execute major incident handling procedures, including customer-facing communication during outages.
• Coordinate with the Centralized WFM function for schedule adherence and team activities.
• Conduct monthly 1-on-1 meetings, team meetings, and annual performance appraisals.

Requirements

• Must be based in the United States.
• Bachelor’s degree or an equivalent combination of education and work experience.
• 5-7 years of relevant experience leading customer-facing teams.
• 3+ years of leadership experience specifically in a call center environment.
• Experience in call center project management or shared services (e.g., Quality, Training, IT, WFM).

Culture & Benefits

• Culture built on teamwork, transparency, and mutual accountability.
• Fast-paced and intense environment with a strong emphasis on making a difference.
• Strong internal growth opportunities, with many employees tenured for 10-20+ years.
• Fully remote work arrangement.

Hiring process

• Application review.
• Evaluation/Interview stage.
• Hiring decision.