Technical Customer Support Lead (AI)

Location: London, United Kingdom; hybrid working. The role is based out of the London office, with the option to work from almost anywhere for up to 90 days per year.

Company

hirify.global develops crypto and blockchain compliance solutions for enterprise customers.

What you will do

• Run the technical customer support team, including queue health, SLAs, follow-the-sun coverage, hiring, coaching, and career development.
• Manage executive-level and major-incident escalations, including customer communication through resolution.
• Own the AI automation roadmap and personally drive automation projects from idea to production.
• Review product requirements and deployments for customer-support impact, providing actionable feedback to Engineering.
• Build escalation models, SOPs, career frameworks, and a durable knowledge base.
• Handle complex API escalations and provide senior technical guidance for customer web and mobile builds.

Requirements

• 5+ years of experience in technical support, technical account management, or engineering, including 2+ years managing people.
• Experience building or scaling a support function, preferably in a regulated or high-stakes environment.
• Experience with APIs, Datadog or Kibana, SQL, workflow automation, observability tooling, automation frameworks, and CI/CD pipelines.
• Experience with AI/ML or enterprise B2B SaaS, including leading or closely supporting an automation project from pilot to production.
• Practical fluency in prompt design, structured outputs, and LLM evaluation, with the ability to assess whether AI work is ready to ship.
• Genuine interest in crypto, blockchain, and the related compliance landscape.

Nice to have

• Experience using Copilot, Cursor, or Claude critically and effectively in day-to-day work.

Culture & Benefits

• Hybrid working with the option to work from almost anywhere for up to 90 days per year.
• £500 remote working budget for home-office setup.
• $1,000 annual Learning & Development budget.
• 25 days of annual leave plus bank holidays and an additional birthday day.
• Private health insurance, mental health support, life assurance, enhanced parental leave, and a Cycle to Work Scheme.
• Inclusive, diverse, and psychologically safe workplace focused on employee growth.