Head of Support (SaaS)

Location: Boston, Massachusetts, United States; hybrid with three days per week in the office

Company

hirify.global is a mobile-first employee experience SaaS platform that helps distributed organisations improve communication and employee engagement.

What you will do

• Build and develop a world-class Product Support function focused on product questions and technical issue escalations.
• Become a product expert, provide specialist input to product teams, and collaborate with Product Managers on domain improvements.
• Manage technical support tickets from triage through resolution while meeting agreed SLAs and keeping customers informed.
• Support internal teams with technical product queries, escalations, and scalable solutions that prevent recurring issues.
• Use APIs and backend tools to resolve more issues independently and coordinate complex escalations with engineering teams.
• Identify support trends and create documentation, training videos, in-app help, and AI-powered automation flows for self-service.

Requirements

• Experience in Product Support, Technical Support within a SaaS or software company, business applications, or technically oriented internal communications.
• Strong customer focus and the ability to work independently while collaborating across teams.
• Clear written communication for non-technical audiences, including knowledge base articles, release notes, and internal updates.
• Strong project management, prioritisation, and deadline-risk communication skills.
• General technical know-how and the ability to learn new software quickly.

Nice to have

• Experience with internal communications or intranet tools.
• Experience working in an international team and sharing asynchronous updates.
• Exposure to HTML, CSS, SQL, APIs, or data integrations.
• Experience using AI tools in support or communications workflows.
• French, German, or Spanish language skills.

Culture & Benefits

• Purpose-driven work on an impactful employee experience product.
• Competitive salary and generous equity allocation.
• 20 days of annual leave plus public holidays and additional time off between Christmas and New Year.
• 401(k) plan and private medical, dental, and vision insurance.
• Enhanced parental leave, professional growth opportunities, and team social events.