CX Special Projects & Capacity Manager (AI)

Location: Sydney, New South Wales, Australia; hybrid

Company

hirify.global is a food-tech platform helping more than 2 million customers discover restaurants and access real-time dining deals while helping over 5,000 venues increase traffic and revenue.

What you will do

• Plan Customer Experience capacity for campaigns, product launches, and unexpected volume spikes.
• Build guidance documents, macros, routing logic, communication templates, and escalation paths.
• Lead operational responses when additional customer support is required and coordinate CX, Product, Engineering, and Payments.
• Manage and develop a flexible bench of trained contractors, including onboarding, briefing, quality standards, and activation processes.
• Track volume, backlog, routing, and customer outcomes to maintain clear operational visibility.
• Build AI-assisted workflows, trackers, documentation systems, and processes that improve future incident and surge management.

Requirements

• At least 3 years of customer support experience beyond frontline work, such as senior agent, escalations specialist, subject matter expert, or team lead.
• Experience coordinating people and outcomes across teams without formal authority.
• Strong written and verbal communication skills for explaining complex, fast-moving situations to customers, frontline teams, and senior leaders.
• Experience using data to understand workload, track customer outcomes, and identify operational priorities.
• Active curiosity about AI and operational tools, with practical use of these tools to improve work.

Nice to have

• Experience in consumer technology, fintech, payments, or high-volume marketplace environments.
• Familiarity with Zendesk or similar helpdesk platforms.
• Experience with incident response, contractor coordination, distributed team management, or building operational processes from scratch.

Culture & Benefits

• Autonomy, flexibility, and a collaborative working culture.
• Opportunity to build a new operational capability from the ground up.
• Visible ownership across Customer Experience, operations, and technology as the business scales across Australia, New Zealand, and the UK.
• Staff discounts and dining vouchers.