Technical Manager, Product Support (AI)

Location: Manila, Philippines (flexible hybrid). The role requires working a shift covering a North American timezone, including Eastern, Central, or Pacific Standard Time.

Company

hirify.global provides an AI-powered experience orchestration platform connecting people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Lead and oversee the hirify.global Cloud Global Product Support team, including assignments, scheduling, work allocation, and daily operations.
• Develop team members through coaching, training, performance reviews, and behavioral-based coaching practices.
• Provide escalation support and work directly with customers to resolve technical issues.
• Maintain high-level knowledge of the hirify.global Cloud platform and products.
• Establish, track, and report KPIs while managing team performance against operational objectives.
• Identify, test, and implement process improvements that increase support efficiency and customer experience.

Requirements

• Bachelor’s or master’s degree, or equivalent experience.
• 8+ years of relevant experience managing customer-facing technical teams in a fast-paced environment.
• At least 5 years of relevant supervisor and/or manager experience.
• Strong leadership, strategic thinking, people development, planning, and decision-making skills.
• Excellent verbal and written communication, presentation, interpersonal, and conflict-resolution skills.
• Ability to work with measurable objectives, manage performance metrics, and lead continuous improvement.

Culture & Benefits

• Flexible-first work culture within a global organization of nearly 7,000 employees.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored employee and family programs.
• Opportunity to build and support AI-powered technology used at enterprise scale.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview with a Talent Acquisition Partner, followed by interviews with the hiring manager and other interviewers.
• Most processes include no more than five interviews before final steps.