Manager, Customer Experience - Overnight (AI)

Location: Heredia, Costa Rica; standard schedule is 2:00 AM–10:00 AM Costa Rica time.

Company

hirify.global provides an AI-powered marketing automation platform with more than 1,000 app integrations and cross-channel campaign orchestration.

What you will do

• Lead, motivate, and develop Customer Experience Specialists to deliver effective issue resolution, product mastery, and continuous improvement.
• Handle complex customer escalations and collaborate with Product, Marketing, Solutions, Enablement, Training, and other cross-functional teams.
• Analyze CSAT, QA, Occupancy, and other qualitative and quantitative performance metrics to support scheduling, staffing, and operational decisions.
• Create targeted performance plans and provide ongoing coaching and constructive performance feedback.
• Use AI and automation tools to reduce repetitive manual work, streamline workflows, and create measurable value.
• Perform root-cause analysis and convert findings about systemic issues into practical, long-term solutions.

Requirements

• At least 2 years of frontline leadership or managerial experience in SaaS, technical support, or customer support, in a B2B or B2C environment.
• Bilingual fluency in English and Spanish, both written and verbal, is required.
• Ability to work from 2:00 AM to 10:00 AM Costa Rica time.
• Experience coaching and developing individual contributors in a fast-growing technology environment.
• Strong analytical, troubleshooting, and root-cause analysis skills.
• Hands-on experience with Zendesk, Jira, Confluence, and Slack, plus an adaptable and independent leadership style.

Culture & Benefits

• Inclusive, multicultural culture focused on collaboration, innovation, teamwork, and mutual support.
• Medical and dental benefits paid by hirify.global for employees and dependents, telehealth access, and a Calm subscription.
• LinkedIn Learning, professional development programs, and career growth opportunities.
• Paid time off, in-office meal and transportation perks, and a home office stipend.
• Four-week paid sabbatical with a bonus after five years.

Hiring process

• A background check is required for this position.