Manager, Customer Support (SaaS)

TL;DR

Manager, Customer Support (SaaS): Leading a team of Support Advocates to handle high-volume customer inquiries with an accent on quality assurance and response time optimization. Focus on coaching team members, analyzing service trends, and collaborating with internal teams to improve the overall customer experience.

Location: Tampa, Florida (Hybrid)

Salary: $92,000 – $114,000 per year

Company

hirify.global is a data-driven HR platform that helps businesses manage HR issues, payroll, and benefits in a supportive, entrepreneurial environment.

What you will do

• Lead a team of Customer Support Advocates assisting customers across multiple communication channels.
• Establish and monitor key productivity and service quality metrics to ensure high customer satisfaction.
• Collaborate with Talent Acquisition and Training teams to onboard and ramp new employees.
• Resolve critical customer escalations and transform negative experiences into positive outcomes.
• Optimize internal support processes and formulate new customer support policies.
• Manage team performance through regular 1:1s, team meetings, and quarterly business reviews.

Requirements

• 3+ years of experience leading a customer service team.
• Must be based in or able to work from the Tampa, Florida office (Hybrid).
• 4-year degree or equivalent professional work experience.
• Proficiency with CRM and customer service communication platforms.
• Proven skill in mentoring, coaching, and performance management.
• Strong written and verbal communication skills with acute attention to detail.

Nice to have

• Experience in PEO, payroll, benefits, or SaaS industries.

Culture & Benefits

• Welcoming and casual work environment with company retreats.
• Comprehensive wellness program and a strong benefits package.
• Opportunity to learn from leaders in the startup community.
• Commitment to diversity, equity, and inclusion with an authentic celebration of identity.
• Supportive, entrepreneurial culture that values people as the most prized asset.