Director of Support and Services (AI)

Location: London, UK; hybrid working with 3+ days per week in the London office

Salary: £120K–£150K plus equity

Company

hirify.global develops an AI-native workforce management platform for frontline organisations, using agents to match staffing to demand and reduce administrative work.

What you will do

• Design and own the AI-first support operating model, including agent responsibilities, escalation thresholds, human review, and configuration workflows.
• Architect multi-tier agent routing and escalation logic across self-service, assisted, premium, and white-glove customer segments.
• Own agent economics, resolution metrics, accuracy, customer satisfaction, human exception workload, and continuous improvement reviews.
• Partner with Product, ML, and Engineering to improve agent behaviour, identify systemic customer friction, and guide new agent capabilities.
• Direct engineering work on orchestration logic, intelligent routing, multi-turn resolution, predictive issue detection, and self-service expansion.
• Build and lead a lean orchestration team responsible for agent configuration, quality monitoring, exception handling, and tiered services.

Requirements

• 7+ years in customer support, customer success, or operations, including at least 2 years in a leadership role.
• Hands-on experience building or scaling AI-first workflows where AI is the production layer.
• Deep familiarity with agentic systems, LLM behaviour, agent limitations, failure modes, hallucination risks, and trace analysis.
• Experience designing tiered support models, escalation logic, configuration processes, and scalable operating models without proportional headcount growth.
• Ability to evaluate trade-offs between agent autonomy, speed, scale, human oversight, quality, and safety.
• Ability to work in a hybrid pattern with 3+ days per week in the London office.

Nice to have

• Experience in SaaS or a background in product, engineering, or data.
• Experience building observability or quality frameworks for AI/ML systems.
• Large-scale customer operations or contact centre modernisation experience.
• Previous experience with agent orchestration platforms.

Culture & Benefits

• Share options and a professional development budget.
• 35 days of annual leave, plus an additional day for every year of service.
• Pension contributions matched up to 5% and comprehensive health insurance.
• Enhanced parental leave and pay, plus a salary sacrifice childcare scheme.
• Annual all-expenses-paid team retreats, a MacBook, home office equipment budget, and unlimited free books.