Customer Success Specialist (AI Robotics)

Location: Hybrid role based in Charlotte, NC, with regular on-site presence at the Charlotte HQ. Candidates should be local to the Charlotte area or willing to relocate.

Company

hirify.global is a venture-backed robotics startup that designs, manufactures, and supports AI-powered exterior-cleaning drones and robots for commercial and government applications.

What you will do

• Monitor and respond to inbound customer support requests through HubSpot or an equivalent CRM/helpdesk.
• Troubleshoot common hardware, software, and operational issues using established SOPs, resolving routine cases within SLA targets.
• Escalate complex or novel issues to RCA, Customer Success, Engineering, and Operations teams while maintaining customer-facing ownership.
• Manage regional loaner-fleet logistics and initiate RMA and service workflows as needed.
• Document recurring issues, solutions, and best practices in the knowledge base.
• Identify support patterns, improve playbooks and training, capture customer feedback, and support CSMs with account notes and summaries.

Requirements

• 1–2 years of experience in customer support, customer success, operations, or a related field.
• Experience or strong interest in troubleshooting hardware, software, and operational questions.
• Ability to communicate technical concepts clearly and professionally to customers.
• Strong organization and attention to detail, with a focus on CSAT, SLA attainment, and time-to-value.
• Must be local to Charlotte, NC or willing to relocate, and able to maintain regular on-site presence at the Charlotte HQ.

Culture & Benefits

• Work directly with the founder at a fast-growing, venture-backed robotics startup.
• Collaborate with Customer Success, Engineering, and Operations teams on real-world robotics deployments.
• Health, dental, and vision insurance.
• 3% retirement match and employee stock option plan.
• 15 days of paid time off, 3 sick days, and 11 paid holidays, including 3 floating holidays.

Hiring process

• A video introduction of up to two minutes is technically optional but encouraged.
• The video may address why hirify.global is appealing and what the candidate offers beyond a resume.