Support Platform & Operations Lead (SaaS)

TL;DR

Support Platform & Operations Lead (SaaS): Defining and evolving the product support strategy and internal operations with an accent on automation, tool administration, and cross-functional feedback loops. Focus on building scalable support systems, implementing AI-enabled tools, and transforming support data into actionable product insights.

Location: Must be based in Seattle, WA, USA

Salary: $80,000 - $106,000

Company

hirify.global is a voice security technology company protecting millions of users and businesses worldwide from spam and scams through AI-driven call analysis.

What you will do

• Own the strategy and continuous improvement of product support operations, including workflows, automation, and reporting.
• Define ownership models for support requests across Product, Engineering, and Customer Success teams.
• Build and configure support systems to reduce ticket volume and improve resolution times.
• Lead the evaluation and implementation of AI-enabled support tools and customer operations platforms.
• Establish trusted support reporting and feedback loops to inform product prioritization.
• Collaborate with Product and Engineering to improve internal support tooling and customer admin interfaces.

Requirements

• 4-8 years of experience in support operations, product support, or platform administration.
• Hands-on experience building processes and automations for efficient ticket handling.
• Proficiency in administering support platforms like Zendesk, Salesforce, Intercom, or Pendo.
• Experience leveraging AI tools or chatbots to enhance self-service and support quality.
• Strong technical comfort with structured data, reporting, and light scripting.
• Must be based in Seattle, WA and able to work in a hybrid environment.

Nice to have

• Experience building support operations from the ground up.
• Background in supporting both consumer mobile apps and B2B SaaS products.
• Familiarity with product analytics tools like Amplitude, Databricks, or LogRocket.
• Experience working across distributed international teams.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with dependent coverage.
• 401(k) plan with 3% company match.
• Flexible vacation policy and paid company holidays.
• $1,000 annual learning and growth budget.
• Work-from-home equipment stipend and team lunches 3x per week.
• Equity compensation aligned with company growth.