Customer Support Solutions Lead (AI)

Location: New York, New York office; hybrid

Salary: $121,000–$151,000 per year

Company

hirify.global helps businesses manage HR-related needs through data-driven products and customer support solutions.

What you will do

• Implement, configure, and optimize AI-powered customer support solutions across self-service and human-support channels.
• Build and tune AI intents, workflows, knowledge sources, escalation paths, guardrails, and human handoffs.
• Administer and optimize Zendesk triggers, routing, business rules, queues, forms, integrations, permissions, and workflows.
• Redesign support processes, build automations, and translate business problems into scalable systems.
• Design experiments, track CSAT, resolution time, wait time, deflection, quality, and agent productivity, and iterate based on results.
• Partner with Product, Engineering, Support, Revenue Operations, Customer Success, Data, and technology vendors.

Requirements

• Hands-on experience implementing, launching, tuning, and measuring AI-powered customer support solutions.
• Deep hands-on Zendesk administration experience, including workflows, integrations, permissions, routing, and reporting.
• Experience with AI customer servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar tools.
• Experience designing operational workflows, implementing process improvements, building automations, and integrating business systems.
• Strong understanding of customer support operations, data-driven problem solving, and appropriate use of automation versus human intervention.
• Ability to independently take problems from discovery through implementation as a hands-on individual contributor.

Nice to have

• Experience migrating from Zendesk to Salesforce Service Cloud or another enterprise support platform.
• Experience in complex or high-stakes customer service environments.
• Experience integrating AI servicing platforms with CRM, support, knowledge management, and customer-facing systems.

Culture & Benefits

• Welcoming, casual, and supportive work environment.
• Benefits and wellness program offerings.
• Company retreats and opportunities to learn from startup-community leaders.
• Inclusive workplace with diversity, equity, and inclusion commitments.
• Reasonable accommodations are available for candidates and employees with disabilities and sincerely held religious beliefs.