Customer Support Manager (AI)

TL;DR

Customer Support Manager (AI): Leading advanced customer escalations and scaling support operations for an enterprise AI platform serving investment banks, private equity funds, and financial institutions, with an accent on service quality, process efficiency, and operational consistency. Focus on designing support workflows, analyzing performance data, coaching future team members, and partnering with Product, Engineering, and Go-to-Market teams to solve complex client-impacting issues.

Location: Singapore; first hirify.global employee in the APAC region.

Company

hirify.global builds enterprise AI products that transform financial workflows for investment banks, private equity funds, and investment firms.

What you will do

• Handle advanced customer escalations and manage daily support queues while meeting SLAs.
• Identify and implement process improvements and automation to increase support efficiency and scalability.
• Partner with Product, Engineering, and Go-to-Market teams to triage issues and advocate for client-focused improvements.
• Collaborate with the US Customer Support Manager to scale global support operations.
• Analyze support metrics and trends to identify performance gaps, customer pain points, and improvement opportunities.
• Document SOPs and support the hiring, onboarding, and development of future team members.

Requirements

• 3+ years of experience in customer support or user operations within a B2B SaaS or technology environment.
• 1+ year of experience in team leadership or mentorship within a fast-paced, high-volume support team.
• Experience improving support processes, coaching team performance, and using data to guide operational decisions.
• Strong organizational, prioritization, communication, and problem-solving skills.
• Passion for exceptional customer experience and operational excellence.
• Interest in AI, technology, and finance, with comfort working autonomously in an ambiguous startup environment.

Culture & Benefits

• Early opportunity to build and influence the APAC support organization.
• High-ownership environment focused on solving complex problems in AI and finance.
• Work alongside specialists in AI and financial technology.
• Exposure to sophisticated users and leading global financial institutions.