Senior Director, Enterprise Support (SaaS)

TL;DR

Senior Director, Enterprise Support (SaaS): Leading a high-performing global support organization with an accent on operational excellence, manager development, and cross-functional strategy. Focus on driving support KPIs, implementing process improvements, and leveraging AI to enhance team performance and customer experience.

Location: Remote - NOAM (Must be based in North America)

Salary: $170,000 - $200,000

Company

hirify.global is a customer-focused organization dedicated to delivering high-quality products and services through a culture of ownership, agility, and service.

What you will do

• Oversee the health, performance, and integrity of a global support organization.
• Set standards for leadership, coaching, and professional development for support managers.
• Monitor performance trends and audit manager interactions to ensure consistent execution.
• Identify systemic issues and champion process improvements across Product, Ops, and Engineering.
• Partner with cross-functional leaders to represent the support organization in company-level initiatives.
• Conduct skip-level meetings and performance calibration sessions to maintain high engagement and accountability.

Requirements

• 8+ years of people leadership experience, including 3+ years managing managers.
• Must be based in North America (NOAM).
• Proven track record of coaching managers to deliver measurable performance improvements.
• Strong operational instincts and experience managing core support KPIs.
• Experience in B2B SaaS environments.
• Strong executive presence and communication skills.

Nice to have

• Experience leading support in high-growth SaaS environments.
• Involvement in operational transformation or M&A integration.
• Interest in applying AI tools to improve support operations.
• Background in the staffing industry.

Culture & Benefits

• Comprehensive benefits package including Medical, Dental, Vision, and 401(k) with match effective from day one.
• Unlimited Planned Paid Time Off.
• Global Mental Health Support and company-wide mentor program.
• On-Demand Learning & Development resources.
• Quarterly paid volunteer days.
• People-first culture emphasizing emotional intelligence and internal promotion.