Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Establishing and leading a new regional support team in Manila for the hirify.global Oden product with an accent on service delivery, SLA management, and cross-functional collaboration. Focus on building high-performing teams, implementing AI-driven support tools, and ensuring exceptional service for global enterprise customers.

Location: Must be based in Manila, Philippines. Role requires working US hours (8:30 PM - 5:30 AM Manila time) and is hybrid with onsite attendance as required by the business.

Company

hirify.global is a global RegTech leader providing AI-powered regulatory intelligence SaaS solutions for the financial services industry.

What you will do

• Manage day-to-day operations of the regional support function, overseeing queues and service delivery.
• Recruit, mentor, and develop a high-performing team of Support Specialists.
• Drive cross-functional collaboration with Engineering, Product, and Customer Success to resolve complex issues.
• Lead the implementation and adoption of AI-driven support tools to improve efficiency and scalability.
• Establish and monitor service standards, KPIs, and operational performance metrics.
• Act as the voice of the customer to influence product improvements and documentation strategy.

Requirements

• 5-7+ years of technical or functional customer support experience in an enterprise SaaS environment.
• 2-3+ years in a leadership or management role within a technical support team.
• Proven experience managing customer escalations and senior stakeholder relationships.
• Hands-on experience with enterprise ticketing platforms like Salesforce, Zendesk, or Freshdesk.
• Experience supporting global customers across multiple time zones.
• Must be available to work US hours (8:30 PM - 5:30 AM Manila time).

Nice to have

• Experience in compliance, RegTech, or InsurTech industries.
• Background in supporting customers migrating from legacy platforms.

Culture & Benefits

• Opportunity to build and shape a new regional function from the ground up.
• High-visibility leadership role with direct impact on customer experience.
• Early exposure to AI tooling and best practices in support automation.
• Clear career progression within a rapidly growing global organization.
• Collaborative, high-performing team culture focused on innovation and ownership.