Customer Support Manager

TL;DR

Customer Support Manager (Customer Support): Managing the end-to-end customer support platform and team operations with an accent on platform configuration, automation, and SLA adherence. Focus on optimizing support workflows, managing chatbot flows, and coordinating with cross-functional teams to improve customer satisfaction.

Location: Onsite in Limassol, Cyprus

Company

hirify.global is a technology-driven company focused on delivering high-quality customer support and operational excellence.

What you will do

• Own and manage the customer support platform, including configuration, chatbot flows, automations, and integrations.
• Manage daily operations of the support team across all channels and resolve escalated customer complaints.
• Build and optimize support workflows, canned responses, and routing rules.
• Monitor team performance through analytics to ensure high SLA adherence and customer satisfaction.
• Develop and document customer service policies, SOPs, and platform playbooks.
• Coordinate with Product, Tech, and Marketing teams to feed customer insights back into the business.

Requirements

• Mandatory hands-on experience with customer support/chat platform administration, including flow building and team management within the tool.
• Proven experience in customer service or support management.
• Strong leadership, communication, and decision-making abilities.
• Ability to work under pressure and manage multiple priorities.
• Bachelor's degree in Business, Management, or a related field (preferred).

Culture & Benefits

• Medical insurance and sports benefits (available after the 6-month probation period).
• Financial perks including Wolt credits and "Employee of the Month" vouchers.
• Company celebrations, happy hours, and team events.
• Career growth opportunities within a friendly and supportive work environment.
• Structured working hours with an early finish on Fridays.