Support Experience Guide (AI)

Location: Istanbul or Sofia; hybrid setup with three days in the office and two days remote each week after the first three months

Company

hirify.global provides a digital banking app supported by AI assistant Finn and human customer support specialists.

What you will do

• Take over user conversations escalated by Finn and provide clear, empathetic support.
• Investigate the root causes behind user issues and help drive fixes that prevent recurring problems.
• Identify where Finn’s responses fall short and provide feedback to improve future answers.
• Work with support tools and use AI to improve speed and quality.
• Cover weekday morning, evening, and night shifts, as well as weekends.

Requirements

• Fluent written and spoken English at a near-native level.
• Curious, calm, positive, solution-oriented, and proactive approach.
• Comfort working with KPIs and performance metrics.
• Strong teamwork and reliability.
• Comfort with technology, new tools, and practical use of AI.
• Availability for weekday and weekend shifts, including mornings, evenings, and nights.

Culture & Benefits

• Hybrid work with two remote days and three office days weekly after the initial three months.
• €1,500 annual learning budget and access to hirify.global Academy.
• €70 monthly flexible benefits budget and private health insurance.
• Digital Nomad Program allowing up to 20 days per year of work while traveling after the first year.
• MacBook, in-house lunches, team celebrations, and tenure-based travel budgets.
• Pre-employment screening conducted through Zinc.