Client Care Manager (SaaS)

TL;DR

Client Care Manager (SaaS): Leading a global customer support team to deliver best-in-class service for clients and partners with an accent on operational excellence, KPI management, and cross-functional collaboration. Focus on coaching remote analysts, resolving complex technical escalations, and optimizing support processes within a high-growth SaaS environment.

Location: Remote (Any State)

Company

hirify.global is a leading SaaS platform provider focused on delivering innovative event management and client experience solutions.

What you will do

• Manage day-to-day operations of a remote and offshore support team across multiple regions.
• Monitor team performance metrics including CSAT, response times, and backlog to ensure KPI targets are met.
• Perform quality audits on support tickets and provide coaching to improve agent performance.
• Handle internal and external escalations with clear, professional communication.
• Represent bug reports and enhancement requests to Engineering and cross-functional leadership.
• Develop and maintain support policies, procedures, and knowledge-base documentation.

Requirements

• 3+ years of experience in a Technical Support role, preferably within a SaaS environment.
• Proven experience in a leadership or management capacity within a team environment.
• Must be available during core business hours.
• Strong technical background with the ability to solve complex issues in a high-pressure platform.
• Demonstrated ability to lead and provide direction to globally distributed teams.
• Excellent communication skills for cross-functional collaboration.

Nice to have

• Experience in the event industry.
• Relevant technical certifications.

Culture & Benefits

• Opportunity to work in a fast-paced, innovative technology environment.
• Focus on professional development and career planning for team members.
• Collaborative culture working across implementation, operations, and development teams.