Manager, Customer Support AMER

Location: Austin, United States; hybrid with 2 days per week in the Austin hub. The role supports AMER time zones and works with global support hubs in EMEA and JPAC.

Requirements

• 5+ years of experience in customer-facing technology roles, ideally in SaaS.
• 2+ years of people management experience leading 5–15 individual contributors.
• Strong analytical skills and experience using data to track performance, identify trends, and guide decisions.
• Excellent coaching, feedback, communication, prioritization, and cross-functional collaboration skills.
• Experience managing or working with outsourced or BPO support teams is a plus.
• High proficiency in Brazilian Portuguese or Spanish at C1/C2 level is a plus.

What you will do

• Lead and develop Tier 2 Customer Support Representatives and Tier 3 Technical Support Engineers through coaching, 1:1s, quality reviews, and continuous feedback.
• Drive regional performance against CSAT, QA, SLA adherence, AHT, and ticket backlog targets.
• Oversee outsourced Tier 1 support delivery for AMER time zones, including quality, alignment, and escalation paths.
• Handle complex and sensitive escalations and support the team on difficult customer cases.
• Partner with Customer Success, Sales, Professional Services, Product, Engineering, and Support Excellence on strategic accounts and continuous improvement.
• Contribute to global support strategy, lead delivery improvement projects, and foster an engaged, collaborative, psychologically safe team culture.

Culture & Benefits

• Hybrid work model with engagement in the Austin hub and collaboration across global support locations.
• Benefits generally include equity, a wellbeing benefit, and a work-from-home equipment allowance.
• Annual Learning & Development stipend.
• Supportive, diverse, inclusive, and collaborative work environment.
• Benefits may vary by location.

Company

hirify.global is a visual workspace and SaaS platform for distributed teams, serving more than 100 million users and 250,000 companies with over 1,600 employees across 13 global hubs.