Customer Success Specialist (AI)

Location: Remote in the United States or Canada; must be able to work Pacific Time hours, including evening support coverage for East Coast teammates.

Company

hirify.global builds AI-native safety intelligence software that helps high-risk industries prevent serious and catastrophic incidents.

What you will do

• Serve as the first line of support for enterprise customers by triaging, troubleshooting, and resolving inbound tickets.
• Develop deep product knowledge and identify when issues should be escalated to engineering.
• Build and optimize support workflows, including routing, tagging, macros, SLAs, and escalation paths.
• Create and maintain customer-facing and internal documentation, FAQs, and troubleshooting guides.
• Analyze recurring support issues and share product insights with product and engineering teams.
• Support customer engagement projects and grow into a customer success role focused on adoption and retention.

Requirements

• At least 1 year of experience in customer support, customer success, or a similar customer-facing role.
• Experience supporting enterprise customers.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly.
• Experience writing documentation or building a knowledge base.
• Ability to work Pacific Time hours and cover evening support volume for East Coast teammates.
• Strong problem-solving, organization, reliability, and attention to detail.

Nice to have

• B2B SaaS support experience.
• Experience with Plain, Zendesk, Intercom, Front, or similar support platforms.
• Experience setting up or improving support workflows.
• Background in aviation, transportation, logistics, or other high-risk or regulated industries.

Culture & Benefits

• Build the support function as the first dedicated support hire.
• Help improve safety outcomes for frontline workers in high-risk industries.
• Grow into a customer success role as the enterprise customer base expands.
• Work with a small, high-output early-stage venture and access the broader UP.Partners ecosystem.
• Work closely with enterprise customers, operators, investors, and cross-functional specialists.