Customer Service Representative (AI)

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

Salary: £30,000–£35,000 per year, depending on experience and seniority; equity offered.

Company

hirify.global is a London-based Series A startup building AI-enabled products for the social care sector, including a care marketplace, CRM software, employee benefits, and AI agents.

What you will do

• Act as the first point of contact for care-provider partners through live chat and email, taking issues from first response to resolution.
• Handle human escalations when the AI Agent cannot resolve a customer problem.
• Create and maintain knowledge-base articles and close content gaps for customers and the AI Agent.
• Investigate account issues, reproduce bugs, and provide clear evidence to Product and Engineering.
• Identify support patterns, improve response and resolution SLAs and CSAT, and increase AI Agent coverage.
• Help onboard and train new care-provider partners on hirify.global and Found.

Requirements

• Experience in a customer-facing role such as customer service, contact centre, helpdesk, retail, or a similar problem-solving environment.
• Strong written communication skills for clear, warm, and concise chat, email, and help content.
• Strong troubleshooting, organisation, ownership, and composure while managing a busy queue.
• Interest in using AI to solve problems faster and improve customer outcomes.
• Commitment to hirify.global’s mission of improving later-life care and supporting care providers.

Nice to have

• Experience with Zendesk, Intercom, HubSpot, Pylon, or other helpdesk and CRM tools.
• Previous ownership of customer documentation or knowledge bases.

Culture & Benefits

• Hybrid office policy with two core office days.
• 26 days of holiday plus bank holidays.
• Generous EMI share offering.
• Opportunity to build and own a support function from an early stage, with progression into senior support, knowledge and AI operations, or Customer Success.
• Mission-driven work focused on building the future of social care.

Hiring process

• Remote 20-minute screening interview with the Talent Acquisition Lead.
• Remote one-hour case study assessment with pre-work and a presentation to Customer Success.
• Final 90-minute in-person interviews with the Co-Founder and CEO and the Head of Customer Success.