VP, Customer Care & Support

Location: Remote-first within the United States and Canada; team members come together twice a year.

Salary: $244,352–$293,239 annually, plus a 35% annual bonus and competitive equity.

Company

hirify.global is a technology platform for expecting and new families, spanning universal registry, ecommerce, health, financial, showroom, and content offerings.

What you will do

• Set the support strategy and operating model across all hirify.global product lines.
• Lead a support organization of 100+ internal and outsourced agents and operations staff, with two direct reports.
• Design how AI and human agents work together to improve efficiency and customer experience.
• Own and evolve customer-facing policies, support channels, SLAs, staffing, structure, and incident-reduction initiatives.
• Partner with Fulfillment, Operations Engineering, Business Operations, Marketing, Commercial, Supply Chain, and Finance stakeholders.
• Continuously develop the organization to support analytics, operations, and the evolving hirify.global customer experience.

Requirements

• VP-level ownership of customer support strategy and outcomes for a complex, multi-product consumer business.
• Experience evolving a support organization, building people leaders, and managing through company change.
• Strong knowledge of modern support tooling and AI, with practical experience using AI to improve work and output.
• Ability to evaluate support economics through ROI, customer experience, and operational efficiency.
• Experience owning customer-facing policies and aligning cross-functional stakeholders.
• Must be able to work remotely from the United States or Canada.

Nice to have

• Experience in consumer health or another regulated, privacy-focused consumer support environment.
• Experience managing complex SLAs and queue operations across multiple consumer services.

Culture & Benefits

• Remote-first work with team gatherings twice a year.
• Company-paid medical, dental, and vision insurance.
• Retirement savings plan with company matching and flexible spending accounts.
• Paid parental leave, PTO, and a company-wide paid week off at year-end.
• Remote work stipend and wellbeing, parenting, childcare, and financial-planning benefits.
• Access to AI tools including Claude and ChatGPT as part of daily work.

Hiring process

• Interviews may be recorded and transcribed for evaluation in accordance with applicable privacy laws.
• AI tools are used to support application review and assessment, while final hiring decisions are made by people.