Technical Manager, Product Support (AI)

TL;DR

Technical Manager, Product Support (AI): Managing the Global Product Support team to ensure high-quality service for the hirify.global Cloud platform with an accent on team leadership, KPI achievement, and technical escalation. Focus on optimizing support processes, coaching technical staff, and integrating AI-powered experience orchestration into production environments.

Location: Remote (Sao Paulo, Brazil)

Company

hirify.global provides AI-powered experience orchestration to help organizations deliver personalized customer service and improve operational efficiency.

What you will do

• Lead and oversee the Global Product Support team's daily activities, assignments, and scheduling.
• Manage team performance using Behavioral Based Coaching and targeted KPIs to ensure high-quality customer experiences.
• Provide technical escalation support and work directly with customers to resolve complex issues on the hirify.global Cloud platform.
• Evaluate current practices and implement continuous process improvements to increase team efficiency.
• Support the full employee lifecycle, including hiring, onboarding, and performance reviews.
• Collaborate with global leadership to deliver on organizational goals and objectives.

Requirements

• Must be based in Sao Paulo, Brazil.
• Fluency in both English and Portuguese is required.
• 8+ years of experience managing customer-facing technical teams in fast-paced environments.
• 5+ years of direct supervisory or management experience.
• Strong leadership, strategic thinking, and ability to develop people.
• BS/MS/BA degree or equivalent qualification.

Nice to have

• Spanish language skills.

Culture & Benefits

• Flexible-first culture with global team collaboration.
• Growth opportunities through mentorship, leadership development, and education support.
• Well-being resources and regionally tailored benefits for employees and families.
• Unique perks including paid volunteer time and August Free Fridays.

Hiring process

• Application review by Talent Acquisition and hiring teams.
• Initial Zoom interview with a Talent Acquisition Partner.
• Interviews with the hiring manager and team members (maximum of five interviews).