Support Manager (Customer Support)

TL;DR

Support Manager (Customer Support): Leading a team of Team Leads to optimize service quality and scale support operations with an accent on operational KPIs and service excellence. Focus on driving AI adoption, process improvement, and workforce management to enhance customer and partner satisfaction.

Company

hirify.global is a technology platform connecting customers, merchants, and couriers to provide delivery services in over 500 cities worldwide.

What you will do

• Lead, coach, and develop a team of Team Leads to ensure high performance and engagement.
• Drive operational KPIs, including quality, productivity, and customer satisfaction.
• Optimize customer and partner touchpoints by analyzing performance data and identifying patterns.
• Lead process improvement, automation, and AI adoption initiatives within the support organization.
• Collaborate with cross-functional stakeholders to resolve operational challenges and improve service levels.
• Manage workforce planning, performance management, and team growth.

Requirements

• Proficiency in Kazakh, English, and Russian (verbal and written).
• 3-5 years of experience in leading teams within Customer Support or Customer Service.
• Ability to translate complex data into actionable insights using Excel.
• Strong presentational skills and proficiency with Office tools.
• Experience working in a fast-paced, high-growth environment.

Culture & Benefits

• Opportunity to lead support leaders in a rapidly growing European technology company.
• High level of ownership and visibility with direct influence on team performance.
• Collaborative, low-hierarchy culture that encourages impact and initiative.
• Professional growth and internal career progression opportunities.
• Competitive compensation and benefits package.