Manager, International Customer Success (HRTech)

TL;DR

Manager, International Customer Success (HRTech): Strategic oversight of international service operations for an Employer of Record (EOR) solution with an accent on scaling multi-functional teams and optimizing global service models. Focus on architecting SOPs, managing regional compliance experts, and integrating customer feedback into the global product roadmap.

Location: Remote (International). Ability to travel to International Hubs (Mexico City, NYC, London) quarterly is required.

Company

hirify.global is an HR-tech platform that helps businesses manage payroll, benefits, and compliance for their employees through a data-driven, entrepreneurial approach.

What you will do

• Lead and scale a multi-functional organization consisting of regional EOR consultants and support specialists.
• Architect and implement SOPs and workflows to unify international customer success functions.
• Act as the voice of the customer for Product, Legal, and Sales teams to influence the global product roadmap.
• Establish and maintain baseline KPIs for CSAT, SLA, and Quality Assurance.
• Oversee the delivery of accurate international guidance regarding global labor laws and EOR nuances.
• Build role-specific training frameworks and external-facing international knowledge base content.

Requirements

• 8+ years of experience in customer success or account management, with 2-3 years specifically in the EOR industry.
• 2+ years of direct people management experience leading remote or distributed teams.
• Strong background in designing SOPs and workflows in global or regionalized environments.
• Deep understanding of international labor laws and risks associated with EOR.
• Expertise in using data and automation to scale teams and reduce cost-to-serve.
• Ability to travel quarterly to international hubs including Mexico City, NYC, and London.

Nice to have

• Multilingual fluency.

Culture & Benefits

• Welcoming and casual work environment with a focus on people and professional growth.
• Comprehensive wellness program and corporate benefits.
• Regular company retreats to foster team cohesion.
• Entrepreneurial culture based on COGIS values: Camaraderie, Openness, Grit, Integrity, and Simplicity.