Senior Manager of Customer Support (SaaS)

Location: Remote for candidates residing in Alabama, Arizona, Connecticut, Florida, Georgia, Hawaii, Iowa, Illinois, Indiana, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, North Carolina, Nebraska, New Hampshire, New Jersey, Nevada, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Virginia, Washington, Wisconsin, or Wyoming

Company

hirify.global is a behavioral health technology company providing cloud-based platforms for mental wellness, education, employer support, and behavioral health services.

What you will do

• Develop and execute the strategic vision for customer support and helpdesk operations.
• Lead, mentor, recruit, onboard, and develop Support Specialists across chat, ticketing, email, escalations, and self-service channels.
• Improve customer satisfaction, first response time, resolution time, SLA compliance, adoption, and retention.
• Manage high-priority escalations and collaborate with Customer Success, Implementation Services, Engineering, and Product.
• Optimize workflows, ticket routing, knowledge management, dashboards, and reporting using Salesforce, Agentforce, and JIRA.
• Partner with the AI Automation Engineer to implement AI-assisted support tools, chatbots, and self-service capabilities using Claude and other tools.

Requirements

• Bachelor’s degree in Business Administration, Computer Science, or a similar field.
• 8+ years of customer support experience, including 2+ years as a Manager or above.
• 5+ years managing SaaS-based customer support organizations.
• Experience leading teams of 5+ employees across multiple communication channels.
• Experience with Salesforce, Agentforce, JIRA, support analytics, reporting, KPI-driven operations, and AI process automation.
• Strong leadership, communication, problem-solving, decision-making, and customer-centric skills.

Nice to have

• Experience supporting ABA software platforms.
• Experience in healthcare technology, behavioral health, or electronic health record environments.

Culture & Benefits

• Remote work is available within the listed U.S. states.
• Customer support work is centered on accountability, empathy, and continuous improvement.
• Inclusive workplace committed to equal opportunity and a harassment-free environment.
• Reasonable accommodations are available for applicants with disabilities.