Senior Manager, Support (SaaS)

TL;DR

Senior Manager, Support (SaaS): Scaling and leading a multi-tier support team for a client experience platform with an accent on operational efficiency, incident management, and cross-functional collaboration. Focus on building scalable processes, mentoring support specialists, and driving key performance metrics to ensure an exceptional customer experience.

Location: Must be based in the USA

Salary: $135,000 per year

Company

hirify.global provides a comprehensive client experience platform designed for appointment-based, self-care businesses like salons and medspas.

What you will do

• Hire, coach, and empower a diverse team of multi-tier Support Specialists and managers.
• Monitor team performance, manage queues, and ensure SLAs are consistently met.
• Analyze ticket data and performance trends to provide actionable recommendations for improvement.
• Oversee QA processes to maintain high standards of customer communication.
• Act as a Support Incident Commander during on-call rotations to resolve critical issues.
• Partner with Product, Engineering, and Ops teams to drive department-wide initiatives and efficiency.

Requirements

• 5-10+ years of support management experience in a fast-paced SaaS startup environment.
• Proven track record of building and evolving teams, including experience with Enterprise segments.
• Technical aptitude in managing platforms involving data, reporting, payments, and inventory.
• Proficiency with standard support tools such as Zendesk, Intercom, Salesforce, and Jira.
• Must be available and responsive during business hours (9-6, M-F) in their local US time zone.
• Strong analytical skills with a results-oriented approach to tracking metrics and outcomes.

Culture & Benefits

• Comprehensive health benefits including medical, dental, vision, and life insurance.
• 401(k) matching program.
• Flexible vacation policy to support work-life balance.
• Fully remote work environment with a monthly work-from-home stipend.
• Equity participation to grow alongside the company.
• Learning and development programs including the hirify.global Bucks initiative.