Sr. Manager, Technical Support

Location: Remote (US)

Company

hirify.global is a SaaS platform founded in Silicon Valley that uses an AI-powered product stack to help companies measure, manage, and scale real-time hirify.global performance across customer feedback channels.

What you will do

• Lead global technical support managers and teams across regions and support tiers.
• Own support KPIs including total time to resolution, customer effort score, first response time, quality assurance, escalations, and productivity.
• Evaluate workflows, tools, staffing, and team capabilities to improve efficiency, scalability, quality, and customer experience.
• Establish case management and escalation practices and provide actionable support insights to Product, Engineering, and other stakeholders.
• Implement practical AI and automation initiatives for workflow streamlining, knowledge management, case resolution, and team productivity.
• Coach support managers and team members while leading operational change and cross-functional improvement programs.

Requirements

• 8+ years of experience in technical support, customer support, service operations, or a related field.
• 3+ years leading people leaders or complex support teams.
• Experience leading global technical support operations in a SaaS or enterprise technology environment.
• Experience managing support KPIs, operational performance, escalations, and continuous improvement.
• Strong analytical, problem-solving, communication, organizational, and cross-functional leadership skills.
• Experience with Salesforce Service Cloud, JIRA, or similar tools; a bachelor's degree is preferred or equivalent experience.

Culture & Benefits

• Flexible PTO for salaried employees, paid holidays, and extended company holidays.
• Medical and dental plan options with company-paid vision coverage.
• 401(k), paid parental leave, disability and life insurance, and employee assistance programs.
• Wellbeing, fitness, fertility, mental health, financial wellness, and pet insurance programs.
• Equal opportunity workplace with a focus on diversity and employee support.