Support AI & Operations Manager (AI)

Location: Hybrid working from the office at Strijp-S in Eindhoven, Netherlands

Company

hirify.global is a compact, bootstrapped SaaS company helping more than 350,000 small business owners and scaling toward one million customers by 2030.

What you will do

• Build the Support AI and operations roadmap to support company growth.
• Lead the rollout of Webby, an AI assistant built on Zendesk Advanced AI, across support channels, starting with email.
• Design workflows, instructions, safeguards, routing, automations, and handovers between AI and human support.
• Define quality and customer-outcome metrics, analyze contact reasons, and use data to guide improvements.
• Introduce AI into support-team workflows, including localization, quality reviews, and issue detection.
• Strengthen the help centre and internal knowledge structure so customers, Webby, and colleagues can find reliable answers.

Requirements

• Ideally five or more years of customer support experience, including at least two years managing support tooling and implementing conversational AI.
• Hands-on administration experience with Zendesk or a comparable support platform.
• Experience taking an AI agent, chatbot, or support automation into production.
• Experience using support data to report on performance, identify patterns, and measure the impact of changes.
• Experience setting up integrations between support platforms, internal systems, and BI tools.
• Fluent written and spoken English required.

Nice to have

• Experience with Tableau or BigQuery.
• Experience with low-code tools or scripting such as Zapier, n8n, or Make.

Culture & Benefits

• Hybrid work from the Eindhoven office with substantial autonomy.
• Largely asynchronous communication and limited unnecessary meetings.
• Personal development budget equal to 5% of annual salary.
• Pension plan with no personal contribution.
• Informal professional environment, team activities, bonuses, and additional rewards when company goals are achieved.