Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Leading a team of Tier 2 support professionals to deliver exceptional service and timely resolutions with an accent on operational execution and incident management. Focus on coordinating end-to-end incident response, performing root cause analysis, and driving continuous improvement in support processes.

Location: Remote (Must be based in the US)

Company

hirify.global provides secure, intuitive HR technology designed to help employers manage complex workplace moments with efficiency and humanity.

What you will do

• Lead, coach, and develop a team of Customer Support Specialists to achieve quality and performance targets.
• Manage daily operations, including case prioritization, assignment, and escalation handling.
• Act as Incident Manager for customer-impacting issues, coordinating triage through resolution and external communication.
• Lead post-incident reviews, author root cause analysis (RCA) documentation, and track corrective actions.
• Partner with Product, Engineering, and Customer Success to resolve escalations and improve internal processes.
• Analyze support metrics to identify performance gaps and opportunities for operational improvement.

Requirements

• Bachelor's degree in Business, Communications, or equivalent professional experience.
• 5+ years of experience in customer support, including at least 2 years in a supervisory or lead role.
• Proven people management skills with a track record of coaching and developing talent.
• Experience managing customer-facing incident response and drafting external communications.
• Proficiency with support ticketing and CRM tools such as Zendesk or Salesforce Service Cloud.
• Must be based in the United States.

Nice to have

• Experience managing support teams within a SaaS or technology environment.
• Familiarity with HR technology, leave management, or compliance-focused software.
• Knowledge of workforce management and scheduling best practices.
• Experience with incident management frameworks like ITIL.

Culture & Benefits

• Remote-first work environment built on flexibility and trust.
• Comprehensive benefits package, including a performance-based bonus program and equity opportunities.
• Investment in professional growth through leadership programs and learning resources.
• Flexible time off, paid holidays, and supportive leave programs.
• Inclusive culture that emphasizes collaboration and diversity of thought.