Head of Technical Support (SaaS)

Location: Budapest, Hungary

Company

hirify.global is an international SaaS company whose platform helps service businesses accept online bookings, automate operations, and grow revenue.

What you will do

• Own support SLAs, including first response time, resolution time, CSAT, and backlog.
• Build queue and shift models for a distributed support team operating across multiple countries and time zones.
• Use BI dashboards to drive weekly operational decisions and optimize staffing, skills, and resource allocation.
• Design and deploy AI agents and LLM-based automation for routing, knowledge-base navigation, repetitive request resolution, triage, tagging, escalation, and reporting.
• Own the knowledge base as a product, improving its structure, coverage, freshness, and measurable deflection rate.
• Improve the first-line to second-line to development handoff, while hiring, onboarding, coaching, and developing the support team.

Requirements

• 3+ years of experience leading a technical support, customer support, or commercial team, ideally in SaaS.
• Hands-on experience managing distributed teams across multiple countries and time zones.
• Proven results in SLA, CSAT, and queue management.
• Strong knowledge of helpdesk or ticketing platforms and their automation capabilities.
• Experience with BI dashboards; SQL is a plus but not required.
• English at C1 level is required. Hungarian and other additional languages are optional.

Nice to have

• Practical experience building or deploying AI agents or LLM-based automation in a support environment.
• Understanding of support engineering handoffs, including bug triage, reproduction, and prioritization.

Culture & Benefits

• Official employment in Hungary with a full employment contract.
• Comfortable office in Budapest.
• Competitive compensation with KPI-based bonuses.
• Discounts on beauty services from partner clients.
• One paid day off for a birthday, plus free coffee and tea during the workday.
• Career growth opportunities in a rapidly growing business and a friendly, young team.