Senior Support Operations Manager (SaaS)

TL;DR

Senior Support Operations Manager (SaaS): Designing and optimizing the operational infrastructure for a global support organization with an accent on Zendesk administration, AI-driven automation, and KPI reporting. Focus on building scalable workflows, forecasting support demand, and reducing customer effort through systemic improvements.

Location: Must be based in Canada, Europe, or North America

Compensation: $140,000–$180,000+ USD per year

Company

hirify.global is a leading hospitality software platform providing unified PMS solutions to properties across 150 countries.

What you will do

• Administer and optimize Zendesk, including routing logic, queue structures, triggers, and SLA frameworks.
• Lead the implementation of AI-driven support capabilities to enhance self-service and agent productivity.
• Develop KPI reporting and executive dashboards to translate support data into actionable business insights.
• Build forecasting models for support demand to assist in workforce planning and capacity strategy.
• Map and optimize end-to-end support workflows to eliminate internal friction and reduce customer effort.
• Partner cross-functionally with Product, Engineering, and Data teams to influence roadmap priorities based on customer pain points.

Requirements

• 5+ years of experience in Support Operations, Customer Operations, or Business Systems.
• Deep hands-on expertise in administering Zendesk or an equivalent enterprise support platform.
• Proven track record of designing and implementing efficient, repeatable operational processes.
• Advanced analytical skills for building executive dashboards and owning KPI frameworks.
• Exceptional project management and stakeholder influence skills, capable of operating at the VP level.
• Must be based in Canada, Europe, or North America.

Nice to have

• Experience implementing AI-powered customer support solutions like chatbots or automated triaging.
• SQL proficiency and experience with BI tools such as Looker, Tableau, or Power BI.
• Professional background in hospitality technology or SaaS.

Culture & Benefits

• Remote-first work environment with a globally distributed team.
• Monthly Wellness Fridays providing extended weekends.
• Full paid parental leave and home office stipends based on residency.
• Professional development opportunities through hirify.global University.
• Inclusive culture celebrating diversity across 40+ countries.