Support Account Manager

TL;DR

Support Account Manager (SaaS/Fintech): Acting as the primary point of contact for premium support customers to ensure smooth ticket resolution and long-term partnership success. Focus on managing complex escalations, collaborating with internal R&D and product teams, and driving customer satisfaction through proactive communication.

Location: Must be based in Tunis, Tunisia. This is a hybrid role (2 days in office, 3 days from home).

Company

hirify.global is a global leader in cloud-based spend management solutions, utilizing AI to simplify accounts payable and finance processes for thousands of organizations worldwide.

What you will do

• Serve as the primary point of contact for assigned premium support customers.
• Monitor, prioritize, and drive the progress of support tickets to ensure timely resolution.
• Collaborate with internal support, professional services, and R&D teams to remove blockers.
• Manage customer support escalations by coordinating across multiple internal departments.
• Provide regular account updates, including support metrics and ticket overviews.
• Identify patterns in recurring issues to provide feedback for continuous product improvement.

Requirements

• English proficiency: Resume must be submitted in English only.
• Bachelor's degree or higher.
• 5+ years of experience in enterprise applications or related professional roles.
• Proven experience in customer support, account management, or customer-facing SaaS roles.
• Strong organizational skills with the ability to manage multiple customer accounts simultaneously.
• Familiarity with support processes, ticketing systems, and escalation management.

Culture & Benefits

• Comprehensive medical insurance for you and your direct family.
• Monthly meal voucher budget up to 160 TND.
• Transportation reimbursement up to 200 TND per month.
• Gym membership sponsorship up to 300 TND.
• 25 days of paid annual leave plus a birthday day off.
• Access to LinkedIn Learning and internal English language coaching.