Support Operations Manager (Analytics & Workforce)

TL;DR

Support Operations Manager (Analytics & Workforce): Owning the measurement, operating cadence, and people-systems backbone of the customer support organization with an accent on KPI framework design, workforce management, and quality assurance. Focus on translating large datasets into actionable leadership insights and optimizing support performance across voice, chat, and AI channels.

Location: Remote (US). The role requires occasional travel for team and company-wide offsites.

Company

hirify.global is a cloud-based platform designed to help auto repair shops streamline operations, grow their business, and improve customer service.

What you will do

• Design and maintain support dashboards and govern the KPI framework (CSAT, FCR, AHT, SLA, TTR).
• Lead the workforce management function, overseeing forecasting, capacity planning, and scheduling.
• Own the end-to-end quality assurance program, including scorecard design and calibration.
• Identify operational inefficiencies and lead initiatives to improve workflows and reduce handle time.
• Manage the knowledge base and content operations for both internal and customer-facing needs.
• Partner with the technology and AI operations owner to align data-driven insights with system configuration.

Requirements

• 5+ years of experience in support operations or contact center leadership.
• Must be based in the US.
• Strong proficiency in dashboard design and KPI framework development.
• Exceptional analytical skills with experience in Excel, Google Sheets, or SQL.
• Proven experience leading workforce management and quality assurance programs.
• Background in SaaS or technology-sector contact centers.

Nice to have

• Experience with Zendesk and Intercom (including Fin).
• Familiarity with AI tools and their impact on deflection and staffing.
• Experience owning CSAT programs and knowledge base management.

Culture & Benefits

• Competitive base salary with 401(k) retirement plan (100% match up to 6%).
• Comprehensive health benefits (Medical, Dental, Vision) with employer-subsidized family premiums.
• Generous Paid Time Off and paid parental/medical leave.
• Mental health support via BetterHelp and a monthly wellness stipend.
• $300 home office setup bonus after one year of employment.
• Collaborative culture with regular in-person team offsites.