Manager, Customer Support (AI)

Location: Remote within the United States; candidates must be located in CA, CO, GA, ID, IL, KS, MA, MD, MI, MN, NJ, NY, OH, OR, PA, RI, TX, or WA

Salary: $95,000–$105,000 USD annually, excluding bonuses, equity, and other incentives

Company

hirify.global builds customizable AI tooling for financial crime detection and investigation, helping Fraud and AML agents work with greater speed, accuracy, and control.

What you will do

• Manage a remote team of Customer Support Specialists across multiple time zones while remaining hands-on with technical support tickets.
• Resolve and troubleshoot L2/L3 issues involving detection models, alerts, case management, operational workflows, and file transfers.
• Identify bugs and feature requests, provide product best practices, and escalate issues to Product and Engineering with appropriate context and severity.
• Partner with Customer Success on customer communication, issue triage, troubleshooting, and de-escalation.
• Maintain support SLAs and own reporting for first response time, engineering escalation rate, resolution time, and other team metrics.
• Improve support operations by developing AI capabilities, standardizing handoffs across time zones, and anticipating recurring customer questions.

Requirements

• 1+ year of experience in a team lead or management position.
• 3+ years of experience in customer-facing roles, including client services and technical support.
• Technical ability to investigate systems, debug issues, and help support specialists develop their technical knowledge.
• Experience creating runbooks, improving knowledge management, and using metrics to guide decisions.
• Strong communication skills for explaining complex technical problems in clear, customer-friendly language.
• Must be located in one of the listed eligible US states.

Culture & Benefits

• Competitive salary with pre-IPO equity.
• 100% company-paid medical, dental, and vision insurance for employees.
• Unlimited PTO and generous leave programs.
• 401(k) and a learning and development stipend.
• Home office setup support.
• High-ownership, collaborative environment focused on impact, innovation, and growth.