Customer Service Manager (AI)

Location: Not specified. Schedule: Business hours, 24/7, or shift coverage not specified; occasional after-hours work may be required for escalations or critical issues.

Company

hirify.global is associated with an AI-focused business and is hiring for its customer service function.

What you will do

• Lead, coach, and develop the customer service team, including hiring, onboarding, scheduling, performance management, and career growth.
• Manage service KPIs such as CSAT, NPS, response and resolution times, first-contact resolution, SLA compliance, backlog, and quality scores.
• Design and refine workflows, escalation paths, knowledge base processes, service playbooks, and quality assurance routines.
• Monitor daily operations, including queue management, staffing, service levels, complex escalations, and critical issues.
• Collaborate with Product, Operations, Sales, and Finance to identify root causes and improve customer satisfaction, retention, and operational efficiency.
• Maintain CRM, telephony, ticketing, and reporting tools; provide leadership with regular performance insights and recommendations.

Requirements

• 3–5+ years of experience in customer service leadership and team management.
• Strong coaching, communication, conflict resolution, and stakeholder management skills.
• Experience with customer service tools such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Data-driven approach to interpreting service metrics and improving operations.
• Experience with process design, quality assurance frameworks, knowledge management, and cross-functional collaboration.
• Ability to ensure compliance with regulations, data privacy requirements, and company policies.

Nice to have

• Experience in e-commerce, SaaS, fintech, telecom, healthcare, or another relevant industry.
• Additional language skills alongside English.
• Experience managing 24/7, multi-region, or outsourced support operations.

Culture & Benefits

• Cross-functional work with Product, Operations, Sales, Finance, and leadership.
• Responsibility for building high-performing support teams and continuous operational improvement.
• Occasional after-hours availability for escalations or critical issues may be required.