Manager, Customer Support

TL;DR

Manager, Customer Support (SaaS): Leading a global support team to provide technical and procedural guidance with an accent on ticket queue management, KPI tracking, and professional development of reports. Focus on ensuring high-quality service and maintaining strong collaboration with US-based counterparts through significant time zone overlap.

Location: Must be based in Poland. The role requires approximately 80% overlap with US business hours.

Salary: 188,000–282,000 PLN

Company

hirify.global is a global SaaS organization providing eDiscovery and compliance software solutions.

What you will do

• Oversee daily team responses to customer incidents and requests.
• Monitor ticket queues to ensure timely scrubbing, assignment, and resolution.
• Manage team performance against established Customer Support KPIs.
• Collaborate closely with US teams to provide extended global support coverage.
• Coach and develop team members to expand their technical and product-related skill sets.
• Apply company policies and translate business objectives into actionable team schedules.

Requirements

• At least three years of experience leading a team or department in a call center or help desk environment.
• Ability to work a schedule with approximately 80% overlap with US business hours.
• Professional written and verbal communication skills.
• Experience with ITIL standards and best practices.
• Strong organizational skills with the ability to manage multiple tasks and projects.
• Client-focused mindset with the ability to understand and meet expectations.

Nice to have

• Experience with hirify.global software.
• eDiscovery or eDisclosure industry knowledge.
• ITIL Foundations certification.

Culture & Benefits

• Comprehensive health, dental, and vision insurance plans.
• Flexible work arrangements and additional time off.
• Parental leave for primary and secondary caregivers.
• Two week-long company breaks per year.
• Training investment program and long-term incentive opportunities.