Sr. Director, Global Support Operations (AI)

Location: United States

Salary: $171,000–$341,900 per year, plus annual bonus and equity eligibility.

Company

hirify.global provides a cloud compliance platform connecting tax and technology, processing customer API calls and tax returns at global scale.

What you will do

• Define and execute a multi-year vision for global customer support operations aligned with customer success and business metrics.
• Lead the transformation from reactive support to proactive, digital-first, AI-enabled customer success.
• Evaluate, deploy, and improve chatbots, conversational AI, agent-assist tools, summarization, intelligent triage, and self-service capabilities.
• Oversee global support operations, governance, knowledge management, incident management, quality assurance, SLAs, and CSAT.
• Build dashboards and use predictive analytics and voice-of-customer data to guide executive decisions.
• Partner with product, engineering, revenue operations, and marketing while leading a globally distributed support organization.

Requirements

• 18+ years of progressive experience in customer support or customer success, including 10+ years in senior leadership roles managing large, multi-region teams.
• Demonstrated success leading global support transformations and implementing AI-based solutions and next-generation support tools.
• Experience with Salesforce Service Cloud, Zendesk, virtual agents, case summarization, LLM-based triage, and agent-assist solutions.
• Strong understanding of AI trends, vendor ecosystems, and support use cases in B2B, technology, and SaaS organizations.
• Experience scaling support operations and improving efficiency and customer outcomes through Lean, Six Sigma, or ITIL frameworks.
• Bachelor’s degree in business, technology, or a related field required.

Nice to have

• MBA or equivalent advanced degree.
• ITIL, Lean, or equivalent operational excellence certification.

Culture & Benefits

• Paid time off and paid parental leave.
• Eligibility for bonuses and equity awards subject to applicable plans.
• Private medical, life, and disability insurance may be available depending on location.
• AI is embedded in workflows, decision-making, and products.
• Inclusive culture supported by employee resource groups and senior leadership sponsorship.