CX Process Specialist - Engineering (Maternity Leave) (AI/Automation)

Location: Israel · Hybrid

Company

hirify.global provides a data-driven HR platform that helps mid-size and multinational businesses manage people, engagement, development, and retention.

What you will do

• Own and coordinate CX-to-Engineering processes covering customer escalations, bugs, engineering tasks, and incident follow-up.
• Manage escalation flows in Zendesk, Slack, and Linear, ensuring requests are documented, prioritized, assigned, tracked, and communicated.
• Partner with CX Engineering, Engineering, Product, Operations, Support, and other stakeholders to maintain clear ownership and timely progress.
• Identify process gaps, recurring issues, and manual work, then design scalable workflow and automation improvements using AI tools, including Cursor.
• Analyze logs and operational data to identify trends and build proactive alerts, signals, and workflows.
• Support incident management, root-cause analysis, retrospectives, dashboards, documentation, and broader CX Delivery initiatives.

Requirements

• 3+ years of experience in CX Operations, Customer Support Operations, Customer Project or Program Management, or a similar operational role.
• Cross-functional experience with Engineering, Product, and customer-facing teams, with strong ownership, prioritization, communication, and follow-through.
• Experience using AI tools, ideally including Cursor, to improve processes, automate manual work, or build operational solutions.
• Ability to investigate logs and operational data, identify trends, and support troubleshooting and proactive risk detection.
• Experience with Zendesk, Asana, Linear, Jira, Slack, Salesforce, or similar tools; Zendesk and Linear are strong advantages.
• Experience with incident management, escalations, bug management, or SaaS operations is advantageous.

Nice to have

• Experience developing Zendesk apps or performing advanced Zendesk administration.
• Experience in a high-growth SaaS environment.

Culture & Benefits

• Hybrid balance between office and home-based work.
• Temporary work-from-anywhere option for up to two months after six months of tenure.
• Paid sick leave from the first day, paid time off, additional company-wide long-weekend days, and two paid volunteering days annually.
• Monthly meal-card benefit, home-office allowance, transportation allowance or parking arrangements.
• Wellness programs, Headspace subscription, social events, a pet-friendly office, and professional growth opportunities.