Product Expert (AI)

Location: Hybrid role in London, UK, with two core office days at London Bridge

Salary: £30,000–£35,000 per year, depending on experience and seniority; generous EMI share offering.

Company

hirify.global is a London-based care technology startup building AI-enabled products for care providers, families, and employers.

What you will do

• Provide first-line support for Found and the hirify.global marketplace through live chat and email, taking issues from first response to resolution.
• Act as the human escalation point when the AI Agent cannot resolve a customer problem.
• Investigate accounts, reproduce issues, and provide clear, well-evidenced bug reports to Product and Engineering.
• Create and maintain knowledge-base articles and close content gaps so customers and the AI Agent can self-serve.
• Identify recurring ticket patterns and turn customer friction into product improvement feedback.
• Track response and resolution SLAs, CSAT, and AI Agent coverage while helping onboard new care-provider partners.

Requirements

• Around one year of experience in a customer-facing role, such as support, ticketing, or high-volume written communication.
• Strong written communication skills with a clear, warm, and concise style.
• Strong troubleshooting skills and the ability to investigate problems through to resolution.
• Organisation, composure under a busy queue, and ownership of customer issues.
• Interest in using AI to solve problems faster and improve customer outcomes.
• Availability to work in a hybrid setup with two core office days in London.

Nice to have

• Experience with helpdesk or CRM tools such as Zendesk, Intercom, HubSpot, or Pylon.
• Experience creating or owning documentation.

Culture & Benefits

• Mission-driven work focused on improving later-life care and supporting care providers.
• Twenty-six days of holiday plus bank holidays.
• Generous EMI share offering.
• Opportunity to build and own a support function from the ground up, with potential progression into senior support, knowledge and AI operations, or Customer Success.
• Inclusive working environment with reasonable accommodations available during the hiring process.

Hiring process

• Twenty-minute remote screening interview with the Talent Acquisition Lead.
• One-hour remote case study assessment with pre-work and a presentation.
• Final one-and-a-half-hour in-person interview with the Co-Founder & CEO and Head of Customer Success.