Sumsub ID Support Lead

Location: EU; fully remote with no mandatory office days.

Company

hirify.global provides AI-powered trust infrastructure for identity and business verification, fraud prevention, transaction monitoring, and risk workflows. hirify.global ID is a consumer-facing reusable identity product with more than 15 million accounts.

What you will do

• Own the end-to-end hirify.global ID support experience, including error recovery, help content, AI support, and human support interactions.
• Analyse support conversations, contact reasons, user feedback, and product data to identify recurring user pain points.
• Work with Product, Design, Engineering, and Support teams to improve the user journey and reduce avoidable contacts.
• Prepare product launches and changes for support by documenting scenarios, updating help content, and aligning support teams.
• Specify, test, and evaluate AI support and chatbot flows, deciding where automation should end and human support should begin.
• Define and report on contact rate, CSAT, resolution quality, escalation rate, and self-service success.

Requirements

• 5+ years of experience in product support, support operations, or CX at a technology company, including a consumer or B2B2C product at scale.
• Strong product mindset with experience owning support processes and metrics.
• Hands-on experience specifying, testing, and improving AI support flows or chatbots; Intercom experience is preferred.
• Ability to analyse support and product data independently using SQL or an equivalent tool.
• Experience creating customer-facing help content, troubleshooting guides, or support flows.
• Strong written English is required.

Nice to have

• Experience with identity verification, fintech, privacy, or another regulated environment.
• Experience with GDPR-related user journeys or support scenarios.
• Familiarity with APIs, analytics tools, or lightweight scripting.
• Background in conversation design or support content design.

Culture & Benefits

• Remote-first, trust-based work with no mandatory office days or attendance tracking.
• Flexible working hours without a fixed 9-to-5 schedule, provided collaboration remains effective.
• Birthday holiday, personal days, sick days, and additional Christmas and New Year time off.
• Learning opportunities, personal development plans, and coverage for role-specific events.
• Financial bonuses for marriage and welcoming a new baby.
• Fully covered team offsites several times a year, plus the tools and hardware required for the role.

Hiring process

• Talent acquisition interview.
• Interview with the Head of Reusable Identity from the Product team.
• Interview with the Director of Customer Support or Head of Support QA.