Director of Client Experience (SaaS)

Location: Lincoln, Nebraska or Pennington, New Jersey preferred; exceptional remote candidates must be based in the United States. Applicants requiring current or future U.S. immigration sponsorship are not eligible.

Salary: $100,000–$125,000 OTE annually, including base and performance compensation.

Company

hirify.global provides a connected SaaS platform for travel agencies and advisors to manage clients, design and sell trips, market their brands, and run back-office operations.

What you will do

• Lead, hire, coach, and develop CX Support and CX Trainer teams.
• Own the client experience strategy, systems, workflows, performance metrics, and operational playbooks.
• Configure and optimize Intercom Fin, including content sources, guidance, routing, handoff rules, and resolution quality.
• Develop AI-supported workflows, macros, automations, and reporting across Intercom, HubSpot, and analytics tools.
• Own help documentation, training materials, onboarding content, and ongoing customer education.
• Analyze response time, resolution time, CSAT, AI resolution rate, contact rate, and backlog health while representing the customer voice internally.

Requirements

• 3+ years leading a high-volume, multichannel support or client experience team at a SaaS company.
• Hands-on experience configuring, reporting on, and improving Intercom, including Intercom Fin.
• Direct experience deploying or operating an AI support agent with measurable results.
• Track record of improving support metrics through leadership and operational change.
• Ability to build reports, work confidently with data, learn products deeply, and coach people effectively.
• Must be authorized to work in the United States without current or future immigration sponsorship.

Nice to have

• Experience in travel agencies, travel technology, tour operators, OTAs, or related businesses.
• Experience supporting small-business or solopreneur customers.
• Experience building a CX function from a lean base.

Culture & Benefits

• Hands-on leadership is expected, including participation in support queues, training, and escalations when needed.
• Health, dental, vision, life, and disability insurance.
• 401(k) with automatic company contribution.
• Flexible time off and an annual travel stipend.
• Annual all-team retreat, technology stipend, and learning budgets.