Senior Manager, Customer Support (Customer Experience)

TL;DR

Senior Manager, Customer Support (Customer Experience): Leading the Customer Experience & Support Operations team to deliver high-quality B2B support for driverless freight operations with an accent on scaling frontline capacity and defining customer-centricity standards. Focus on establishing workforce planning, implementing AI-assisted support, and optimizing operational KPIs like CSAT and SLAs.

Location: Hybrid in Dallas, Texas (at least 3 days per week in office)

Salary: $162,000–$287,000 per year

Company

hirify.global is developing the hirify.global Driver to create a safer, more efficient, and more accessible future for mobility and logistics.

What you will do

• Build and lead the Tier 1 frontline customer support team, including hiring and scaling capacity.
• Define standards for tone of voice, case management, and omnichannel experience.
• Manage the operating plan, including headcount, capacity, and budget.
• Oversee support across phone, email, and chat to meet CSAT and SLA targets.
• Implement workforce planning, quality assurance, and coaching mechanisms.
• Design and evaluate AI-assisted and self-service support resolutions.

Requirements

• 8+ years in customer support or contact center operations.
• 4+ years of experience leading teams, preferably managing other managers.
• Proven track record of scaling frontline support in high-growth environments.
• Deep proficiency in CRM platforms (e.g., Salesforce) and support metrics (CSAT, SLAs).
• Experience deploying AI-assisted support with a focus on evaluation and guardrails.
• Must be based in or able to work hybrid in Dallas, Texas.

Nice to have

• Experience in safety-critical or highly technical environments.
• Experience with B2B support in the carrier or freight industry.
• Background in optimizing phone/voice support and CRM implementation.
• Collaboration experience with Product and Engineering teams.

Culture & Benefits

• Hybrid work environment (3+ days per week in office).
• Culture of integrity and ambitious goal-setting ("win together without jerks").
• Commitment to safety and inclusion.
• Compensation includes annual bonus and equity.