Manager of Customer Support (SaaS)

TL;DR

Manager of Customer Support (SaaS): Leading a team of support analysts to deliver high-quality technical and product assistance with an accent on people leadership and operational excellence. Focus on optimizing support workflows, managing SLAs/CSAT, and integrating AI tools to scale efficiency.

Location: Hybrid (Manila Office)

Salary: ₱76K – ₱95K per month

Company

hirify.global is a compensation innovator that uses AI-powered tools to provide actionable pay insights and data-driven compensation strategies for organizations.

What you will do

• Hire, onboard, and mentor a high-performing team of Customer Support Analysts.
• Manage daily operations, including Salesforce case queues, workload distribution, and SLA adherence.
• Monitor and optimize key performance metrics such as response/resolution time and CSAT.
• Act as the primary technical escalation point for complex or high-impact customer issues.
• Partner with Engineering and Product teams to resolve systemic problems and inform the product roadmap.
• Drive the adoption of AI tools, including chatbots and AI agents, to increase support efficiency.

Requirements

• 7+ years of experience in customer support, technical support, or SaaS customer operations.
• 2+ years of experience managing or leading support teams.
• Proven experience managing case-based support environments and operational metrics.
• Proficiency with Salesforce or similar case management systems.
• Must be based in Manila to support the hybrid work model.
• Availability for fixed work schedule: Monday through Friday, 10pm-7am Manila time.

Nice to have

• Experience in the HR and Compensation domain.

Culture & Benefits

• Employee-centric hybrid work model providing flexibility and in-person collaboration.
• HMO coverage including one dependent.
• 15 paid days of additional leave, credited up front and monetized if unused.
• Paid Philippine Regular holidays and a dedicated Global Mental Health Day.
• Inclusive environment with continuous feedback culture and learning & development opportunities.