Manager, Customer Support (SaaS)

TL;DR

Manager, Customer Support (SaaS): Leading a team of support specialists to deliver best-in-class service for a restaurant technology platform with an accent on operational efficiency, AI integration, and team development. Focus on driving performance metrics, optimizing support workflows, and fostering a culture of accountability and career growth.

Location: Must be based in or able to work from our Littleton, CO office

Company

hirify.global provides a unified SaaS tech stack for restaurant groups, offering accounting, payroll, and AP automation solutions backed by industry expertise.

What you will do

• Lead, coach, and develop a team of Customer Support Specialists with a focus on performance and career growth.
• Oversee daily support operations, ensuring adherence to SLAs and high-quality service delivery.
• Champion the adoption of AI tools and automation to scale team capacity and improve workflow efficiency.
• Monitor key performance metrics like CSAT and NPS to identify and close skill gaps.
• Serve as the primary escalation point for complex client issues, ensuring rapid resolution.
• Collaborate cross-functionally to advocate for customer needs and drive product improvements.

Requirements

• 3+ years of management experience in a fast-paced environment.
• 5+ years of experience in customer support or technical operations within a SaaS environment.
• Proven ability to use data and metrics to drive team performance and operational improvements.
• Working familiarity with AI tools and automation in a support context.
• Must be authorized to work in the US (no sponsorship available).
• Must be able to work onsite in Littleton, CO.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance from day one.
• 401(k) plan with company match.
• Flexible PTO policy with no accrual required.
• Strong focus on professional development and internal career growth.
• Collaborative environment that values in-person connection and team impact.