Manager, Customer Experience (AI)

Location: Hybrid role in Irvine, California, United States

Salary: $70,000–$75,000 annual, plus up to a 15% annual bonus

Company

hirify.global is a healthcare financing technology company that provides point-of-sale payment solutions for elective medical and dental procedures.

What you will do

• Lead, coach, mentor, and supervise the customer experience team.
• Oversee daily customer support operations, including scheduling, coverage, prioritization, and performance tracking.
• Handle escalated customer inquiries and complaints, including issues submitted through the BBB, and coordinate resolutions with other departments and third parties.
• Develop training and contribute to the learning center to improve customer service, problem-solving, and product knowledge.
• Manage and optimize the Customer Service AI ecosystem, including Ultimate AI, Poly AI, and Zendesk Copilot.
• Monitor live interactions, improve bot flows and logic, and keep AI responses aligned with website updates, product launches, and the internal knowledge base.

Requirements

• 3–5 years of leadership experience in a fintech, credit union, or banking environment.
• Strong leadership, team management, and talent development skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Ability to work in a hybrid role based in Irvine, California.

Culture & Benefits

• Work within a customer support organization focused on high customer satisfaction and continuous improvement.
• Collaborative environment with open communication and cross-functional teamwork.
• Annual compensation includes a bonus opportunity of up to 15%.