Senior Director, Customer Support (SaaS)

Location: Remote within the United States; employment is not available in Alaska, Delaware, Hawaii, Idaho, Iowa, Montana, Nebraska, North Dakota, Rhode Island, South Dakota, or West Virginia. Occasional travel may be required for company events, team collaboration, or offsites.

Annual base salary: $172,816–$259,224 USD, depending on geographic pay tier.

Company

hirify.global provides scheduling software used by millions of people and continues to expand its SaaS product.

What you will do

• Define and execute the customer support strategy aligned with customer satisfaction, retention, and operational goals.
• Lead, mentor, and scale support teams across email, chat, phone, and in-app channels.
• Establish and report on KPIs including response times, CSAT, NPS, ticket backlog, and escalation rates.
• Partner with Customer Success, Product, Engineering, and Sales to improve the customer and product experience.
• Use support data and customer feedback to identify root causes and optimize workflows, tools, and knowledge resources.
• Oversee training, budgets, resource planning, vendors, escalations, automation, and self-service initiatives.

Requirements

• Bachelor’s degree or equivalent work experience.
• 8+ years of customer support or customer service experience, including 3+ years of people management at manager, director, or senior director level.
• Experience building, leading, and scaling customer support teams in SaaS, technology, or fast-paced environments.
• Strong operational excellence skills, using metrics, data, and customer insights to drive improvements.
• Experience with CRM, ticketing, chat, and analytics platforms such as Zendesk, Salesforce Service Cloud, or Intercom.
• Strong leadership, communication, and interpersonal skills.

Nice to have

• Advanced degree, relevant certification, or training in customer experience, contact center management, or operations.
• Experience managing global or distributed teams and leading organizational transformation.
• Experience scaling knowledge bases, chatbots, automation, and self-service tools.
• Familiarity with Voice of the Customer, Design Thinking, Lean, or Agile support practices.

Culture & Benefits

• Work remotely within eligible U.S. locations.
• Full-time employees working 30 or more hours per week are eligible for equity awards and competitive benefits.
• Compensation is determined by experience, skills, interview performance, location, metropolitan pay tier, and internal equity.
• Occasional company events, team collaboration, or offsite travel may be required.