Operations Manager (SaaS)

Location: Baguio, Philippines; hybrid/remote working flexibility subject to business needs

Company

hirify.global provides SaaS solutions for the global real estate industry and develops enterprise PropTech software.

What you will do

• Lead and manage a team of Software Support Analysts handling customer inquiries and support cases.
• Track team performance against Client Support benchmarks, KPIs, SLAs, customer satisfaction, quality, and resolution targets.
• Manage customer escalations and collaborate with clients and internal departments to achieve positive outcomes.
• Conduct team and one-on-one meetings, provide coaching and feedback, and complete performance reviews.
• Perform monthly case quality audits and identify development and training needs.
• Develop tactical plans supporting strategic initiatives and continuous operational improvement.

Requirements

• Proven experience leading or managing customer support teams.
• Strong leadership, coaching, people development, communication, problem-solving, and stakeholder management skills.
• Experience managing customer escalations and operational performance.
• Experience with ticketing systems such as Salesforce, Zendesk, Freshdesk, or similar tools.
• Ability to work in a fast-paced, customer-focused environment.
• Experience in inbound support, B2B SaaS or enterprise software, and understanding of support KPIs, SLAs, and service operations are advantageous.

Culture & Benefits

• Fast-paced, global SaaS support environment.
• Collaborative, cross-functional, customer-centric, and performance-driven culture.
• Hybrid/remote working flexibility subject to business needs.
• Exposure to global clients and complex enterprise software solutions.
• Opportunities to contribute to employee resource groups and professional development.