Supervisor, Services & Support

TL;DR

Supervisor, Services & Support: Leading frontline technical support teams (L1/L2) to ensure high-quality service delivery and contractual SLA compliance with an accent on operational efficiency and customer satisfaction. Focus on managing incident lifecycles, driving team performance, and fostering continuous improvement within a complex, multi-tier support environment.

Location: Onsite in Belgrade, Serbia

Company

hirify.global is a global leader in unified commerce for retail and dining, providing intelligent platforms and end-to-end payment solutions to customers in over 35 countries.

What you will do

• Lead and mentor L1 and L2 support teams to ensure consistent, high-quality service delivery.
• Manage daily operations, including workload distribution, capacity planning, and performance against SLAs.
• Act as a primary escalation point for high-impact customer issues and major incidents.
• Drive continuous improvement initiatives to enhance resolution quality and first-time resolution rates.
• Collaborate with cross-functional teams including Engineering, Product, and DevOps to resolve systemic issues.
• Provide performance management, coaching, and career development for team members.

Requirements

• Bachelor’s Degree or equivalent professional experience.
• 3–6 years of experience in a technical support or service delivery environment.
• Proven experience in a team lead or supervisory capacity.
• Strong understanding of ITSM practices and service desk operations.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work effectively in a high-pressure, high-volume support environment.

Nice to have

• Experience in retail, payment systems, or enterprise environments.
• Familiarity with ServiceNow or similar ITSM platforms.
• Experience managing third-party vendors or outsourced delivery.
• Technical knowledge of Windows, Linux, cloud, and network environments.

Culture & Benefits

• Opportunity to work for a global leader in unified commerce.
• Focus on a customer-first, high-performance team culture.
• Commitment to diversity, inclusion, and fair treatment of all employees.
• Structured career progression model within the support organization.