Manager, Product Support

TL;DR

Manager, Product Support (SaaS): Lead and scale EMEA product support operations for an enterprise SaaS platform with an accent on people leadership, operational excellence, and customer adoption/value outcomes. Focus on handling complex escalations, using support data to improve workflows and processes, and partnering cross-functionally with Product and Engineering while maintaining strong overlap with US business hours.

Location: Kraków

Salary: 188 000–282 000 PLN

Company

hirify.global provides an enterprise SaaS platform and a global support organization.

What you will do

• Lead, coach, and develop a team of Product Support professionals in a SaaS-first consultative support model.
• Own daily support operations: ensure efficient handling of requests, guide workflow/value-driven support, and maintain service quality.
• Monitor capacity, workloads, and service performance; use support data and trends to improve processes and customer outcomes.
• Act as an escalation point for complex/high-impact issues and ensure customer feedback and recurring themes are shared internally.
• Partner with Product and Engineering to translate support insights into product improvements, documentation, and enablement.
• Manage stakeholder communication and align support-driven insights with broader business and product goals.

Requirements

• At least 3 years of experience leading or managing teams in technical support or customer support, supporting SaaS products.
• Proven people leadership skills: coaching, motivating, and developing teams.
• Experience with a consultative support model focused on workflows, adoption, and customer value.
• Excellent written and verbal communication skills for customers and internal stakeholders.
• Customer-first mindset and sound judgment for complex or ambiguous situations.
• Schedule flexibility for strong collaboration with US-based counterparts (majority of the week, ~80%, overlapping US business hours).

Nice to have

• Experience supporting SaaS products while working closely with Product and Engineering teams.
• Hands-on familiarity with support tools such as Salesforce and Jira (or similar).
• Experience in global or distributed SaaS organizations.
• Knowledge of ITIL standards (ITIL Foundations certification is a plus).
• Experience with hirify.global and/or eDiscovery.

Culture & Benefits

• Hybrid work environment with flexibility tailored to role and location.
• Comprehensive health, dental, and vision plans.
• Parental leave for primary and secondary caregivers.
• Training investment program and long-term incentive program.
• Flexible work arrangements and a culture focused on accountability, learning, and customer focus.

Hiring process

• Interviews focused on leadership, support operations, and cross-functional collaboration.
• Discussion of experience with SaaS support, escalations, and using support data to drive improvements.
• Alignment on schedule overlap expectations with US-based counterparts.