Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Leading and scaling a high-performing support organization for a vertical SaaS platform with an accent on designing tiered support models, SOPs, and escalation frameworks. Focus on driving AI-powered automation, optimizing team performance through data-driven insights, and delivering a white-glove customer experience.

Location: Must be based in New York City, NY (Hybrid: 3 days/week in office)

Salary: $115,000 - $125,000 annually

Company

hirify.global is a venture-backed, early-stage vertical SaaS company modernizing the waste and recycling industry with an all-in-one operational solution.

What you will do

• Manage, coach, and develop a team of support representatives through regular 1:1s and career development planning.
• Define and implement a tiered support model (Tier 1/Tier 2) and maintain comprehensive SOPs.
• Drive automation and AI integration (e.g., Intercom) to measurably reduce manual ticket volume.
• Own escalations and complex cases, serving as the final point of coordination before involving product or engineering.
• Build and maintain real-time dashboards to track KPIs like CSAT, response time, and deflection rates.
• Analyze support trends to provide actionable insights to Product and Engineering teams for root-cause resolution.

Requirements

• 5–8 years in customer support, with 2–3+ years of direct team management experience.
• Must be based in or able to commute to New York City for a hybrid role (3 days/week in office).
• Proven track record of building support functions, tiered models, and escalation frameworks from scratch.
• Experience in B2B SaaS environments, with preference for vertical SaaS or industry-specific software.
• Hands-on experience implementing AI or automation tools to drive ticket deflection.
• Strong analytical skills with proficiency in support platforms like Zendesk, Intercom, or Freshdesk.

Nice to have

• Background in waste management, logistics, field service, or municipal services.
• Experience with tools like Aircall or Fathom.
• Experience writing internal playbooks and help center documentation at scale.

Culture & Benefits

• Competitive salary with 401k and company-paid medical, dental, and vision coverage.
• Flexible time off and opportunities for professional learning and development.
• Mission-driven environment focused on transforming a critical industry.
• Supportive, inclusive culture that celebrates individuality and fresh perspectives.