Head of Customer Experience (AI)

Location: Union Square, New York City, with a remote/hybrid work model

Salary: $140,000–$180,000 base per year, plus meaningful equity

Company

hirify.global is building a sports prediction market designed to make sports trading more open, efficient, and user-focused. The company operates as a CFTC-designated market and is backed by leading venture investors.

What you will do

• Lead, recruit, mentor, and develop the customer support team for a 24/7 platform.
• Establish SLAs, staffing and coverage models, QA processes, escalation protocols, and service standards.
• Own the support tooling, self-service, automation, and AI agent roadmap.
• Analyze support data and dashboards to improve staffing, tooling, product decisions, CSAT, deflection, and resolution time.
• Partner with Product, Engineering, Analytics, Fraud, Compliance, and senior leadership to resolve product gaps and recurring customer issues.
• Represent the customer at the leadership level and drive complex cross-functional initiatives.

Requirements

• 5+ years of experience in operations, strategy, program or project management, product management, or consulting.
• At least 2 years of direct people management experience.
• Experience leading complex cross-functional projects with strong planning, analytical, and problem-solving skills.
• Background in high-volume contact center operations or exchange/fintech environments, with familiarity across market operations, trading workflows, product, and engineering.
• Strong understanding of prediction market frameworks and genuine enthusiasm for sports.
• Bachelor’s degree in a related field; sound judgment around regulatory compliance, budgets, and resource allocation.

Nice to have

• Advanced degree or relevant certification.
• Familiarity with agile methodologies and continuous improvement processes.
• Exposure to risk or fraud operations.

Culture & Benefits

• Fast-moving environment with high ownership, trust, and direct decision-making.
• Work tied to live sports may require nights, weekends, and handling high-pressure situations.
• 100% health insurance premiums covered; 99% dental and vision coverage.
• 401(k) with a 4% company match and HSA with a $1,080 annual company contribution.
• Meaningful equity for every employee, plus transit and NYC office meal stipends.