Manager, Advanced Support Services (AI)

TL;DR

Manager, Advanced Support Services (AI): Leading the Global Advanced Telephony Support team to deliver a world-class customer experience within an AI-native communications platform with an accent on strategic support operations and cross-functional leadership. Focus on optimizing support workflows, driving product improvements through customer feedback, and managing high-level escalations.

Location: Remote or onsite in hirify.global offices. Preferred schedule will be based on US business hours.

Company

hirify.global is an AI-native business communications platform that unifies calling, messaging, and meetings using real-time AI to automate workflows and resolve customer issues.

What you will do

• Lead the Global Advanced Telephony Support Team, fostering a culture of accountability and innovation.
• Develop and execute a comprehensive customer support strategy aligned with company goals and industry trends.
• Recruit, train, and mentor a high-performing technical support team.
• Collaborate with Sales, Product Management, and Engineering to address customer feedback and drive product improvements.
• Monitor key performance indicators (KPIs) including first response time, resolution time, and CSAT.
• Oversee day-to-day operations, ticket management systems, and escalation procedures.

Requirements

• 5+ years of experience in a leadership role within a customer support or service organization.
• Proven track record of leading technical teams and deep understanding of support best practices.
• Analytical mindset with proficiency in using data and metrics to inform decision-making.
• Bachelor's degree in business administration, management, or a related field.
• Alignment with US business hours is required.

Culture & Benefits

• Work at the forefront of the AI transformation in business communications.
• Competitive salary and comprehensive benefits package.
• Access to cutting-edge AI tools and robust professional training programs.
• Inclusive, vibrant office environments designed for collaboration and connection.