Senior Manager, Customer Service (CX Systems & Operations)

Location: Must be based in the United States

Company

hirify.global is a subscription-based e-commerce company specializing in fragrance and beauty products.

What you will do

• Serve as the primary administrator for the CX tech stack, including Kustomer and DigitalGenius.
• Architect and optimize routing rules, SLA policies, and automation flows to improve self-service rates.
• Partner with Engineering and Product teams to write technical specs for backend automation and bug fixes.
• Oversee Tier II operations and resolve complex backend-driven contact types like subscription errors and billing issues.
• Manage reporting frameworks to track KPIs such as CSAT, NPS, and automation containment rates.
• Ensure cross-functional alignment on customer-impacting issues and maintain technical documentation.

Requirements

• Must be based in the United States
• 7+ years of experience in CX operations, support systems, or CX technology.
• Expert-level knowledge of enterprise helpdesk platforms like Kustomer.
• Hands-on experience managing AI/automation platforms such as DigitalGenius or Forethought.
• Strong fluency with API integrations and technical project management using Jira.
• Proven background in high-volume DTC, e-commerce, or subscription-based businesses.

Culture & Benefits

• Opportunity to own the technical architecture of a multi-brand CX organization.
• High-impact role with direct influence on product and engineering roadmaps.
• Collaborative environment working across multiple brands including hirify.global and Drift.
• Focus on operational rigor, systems-first thinking, and data-driven decision making.