Head of Customer Support

TL;DR

Head of Customer Support (HealthTech): Leading and scaling global support operations for a fast-growing platform with an accent on operational excellence, team development, and customer retention. Focus on managing high-volume multi-tier teams, optimizing CRM workflows, and overseeing live logistics integrations.

Location: Onsite in Tbilisi, Georgia

Company

hirify.global is a fast-growing, dynamic company scaling its global support operations.

What you will do

• Lead and mentor a multi-cultural support team of 25+ agents, team leads, and specialists across 24/7 coverage.
• Manage complex shift scheduling and workforce allocation to maintain strict response SLAs.
• Oversee operational execution for live logistics and delivery projects, including integrations with partners like Uber and Urbify.
• Track and report core CS metrics (CSAT, FCR, ASA, and QA scores) to the Director of Operations and senior leadership.
• Design and implement scalable SOPs and escalation protocols to reduce operational friction.
• Optimize CRM platforms and telephony tooling stacks for better routing and automation.

Requirements

• 5+ years of leadership experience as a Head of CS, CS Manager, or Call Center Director in high-volume environments.
• Proven track record managing international 24/7 call center environments and multi-cultural teams.
• Experience managing multiple live logistics partners and operational workflows.
• Expert-level proficiency with modern CRMs such as Zendesk, Freshdesk, Intercom, or Salesforce.
• Fluent/Perfect English (C1+) required for executive reporting and communication.
• Must be based in or able to work from the Tbilisi office.

Nice to have

• Fluency in German or French.
• Experience in HealthTech, E-Commerce, or regulated service platforms.
• Experience implementing AI support assistants, chatbots, or automated deflection tools.

Culture & Benefits

• Ownership of a core global function within a fast-growing, dynamic company.
• Direct mentorship and close partnership with the Director of Operations & Support.
• Vibrant, in-office team environment in Tbilisi.
• Clear growth trajectory and professional development opportunities.