Technical Support Manager (SaaS)

TL;DR

Technical Support Manager (SaaS): Leading and developing a high-performing team of technical support specialists for an AI-powered CRM with an accent on operational excellence and scalable support systems. Focus on coaching specialists, managing complex technical escalations, and partnering with Product and Engineering to improve the customer experience.

Location: Remote (United Kingdom). Must be legally eligible to work in the UK

Salary: £90K – £100K

Company

hirify.global is a CRM built for the AI era, designed for ambitious go-to-market teams to understand customers and automate at scale.

What you will do

• Hire, onboard, coach, and develop a high-performing team of Technical Support Specialists.
• Ensure the team consistently delivers fast, thoughtful, and technically sound support.
• Manage complex technical escalations, partnering with Product and Engineering for timely resolutions.
• Represent the voice of the customer to inform product and operational decisions.
• Build scalable systems, workflows, and support processes to enable business growth.
• Own team performance, reporting on key support metrics and customer satisfaction.

Requirements

• 3+ years of experience building and managing remote B2B support teams.
• 5+ years in customer-facing roles supporting technical SaaS products, ideally in a start-up.
• Confidence troubleshooting APIs, AI products, CRMs, integrations, and workflow tools.
• Must be legally eligible to work in the UK.
• Experience creating systems and tooling to improve customer outcomes.
• Strong data-driven approach and operational excellence.

Culture & Benefits

• Equity offers provided.
• Focus on craft, attention to detail, and high professional standards.
• Standard working pattern: Monday - Friday, 9:00am – 6:00pm GMT.
• Opportunity to work in a high-growth, early-stage environment.

Hiring process

• Initial stage: Introductory talent chat, track record interview, and a take-home technical exercise.
• Core stage: Leadership/collaboration session and a strategy/program vision session.
• Final stage: Closing conversation with the CEO.