Product Support Manager

TL;DR

Product Support Manager (Customer Support): Overseeing a support pod to resolve and prevent issues for hirify.global Admins, Users, and Developers with an accent on operational metrics and team performance. Focus on driving customer delight, coaching team members, and collaborating with Product and Engineering teams to improve the platform.

Location: Hybrid; must work from an assigned office a minimum of 3 days per week

Company

A leader in Intelligent Content Management that provides AI-powered collaboration and secure content lifecycle management for global organizations.

What you will do

• Manage a support Pod, establishing goals and tracking operational metrics such as TTR and CSAT.
• Deliver the Voice of Customer to Product and Engineering teams to assist in decision-making and prioritization.
• Coach and mentor team members and Team Leads through regular 1:1s and performance evaluations.
• Act as a primary point of escalation for critical customer issues and crisis events.
• Execute Case QA and develop action plans to resolve long-open cases.
• Collaborate with cross-functional teams to identify staffing needs and improve the overall support experience.

Requirements

• 4-year degree or equivalent related professional experience.
• 4-5 years of experience working with customer-facing teams.
• Proven people management skills with a track record of coaching and developing team members.
• Experience with JIRA, Zendesk, or similar bug tracking and reporting tools.
• Ability to navigate ambiguity in a fluid and dynamic work environment.
• Must be able to work from an assigned office a minimum of 3 days per week.

Culture & Benefits

• AI-first company culture encouraging a growth mindset and the leverage of AI to 10X impact.
• Strong emphasis on community and in-person collaboration.
• Inclusive environment that values unique and diverse experiences.
• Opportunity to work at the front lines of the shift toward enterprise AI content management.