Support Operations Specialist, AI Agent Management (AI)

Location: US-Remote; the role may be remote or hybrid based on business needs, with mandatory onsite Trailhead onboarding at the US headquarters.

Salary: $92,000–$117,000 per year, plus performance-based incentives and benefits.

Company

hirify.global helps healthcare consumers manage health and financial benefits, including health savings accounts.

What you will do

• Monitor production AI member-support experiences using containment, automation, resolution, escalation, quality, sentiment, and member-experience metrics.
• Design, configure, tune, and test conversation flows, prompts, intent detection, knowledge content, guidance rules, and human handoffs.
• Build and support low/no-code tools, internal automations, AI agent workflows, integrations, and operational aids.
• Design guardrails, validation logic, exception handling, and escalation paths for workflows affecting member outcomes and account servicing.
• Maintain optimization backlogs, documentation, testing artifacts, release materials, and production support processes.
• Partner with Member Services, Product, Engineering, Compliance, Privacy, Security, Quality, Training, and analytics teams.

Requirements

• Bachelor’s degree in Business, Information Systems, Operations Management, Computer Science, or a related discipline preferred; equivalent experience may be considered.
• At least 3 years of experience in support operations, customer operations, automated operations, chatbot or AI agent configuration, workflow automation, quality, training, or process improvement.
• Hands-on experience configuring AI agents, chatbots, support workflows, automation tools, or low/no-code tooling.
• Experience with conversation design, prompts, tone, intent detection, categorization, or AI-to-human handoffs.
• Technical comfort with integrations, APIs, workflow builders, configuration tools, and operational systems.
• Strong analytical, documentation, communication, problem-solving, compliance, privacy, and data-handling judgment.

Nice to have

• Experience with Intercom, Zendesk, Salesforce, contact-center AI platforms, or similar tools.
• Experience in regulated, compliance-focused, or quality-sensitive support environments.
• Experience working with technical implementation partners.

Culture & Benefits

• Remote or hybrid work based on business needs and company policy.
• Medical, dental, and vision coverage, HSA contribution and match, and dependent-care FSA match.
• Uncapped paid time off, paid parental leave, and 401(k) match.
• Education and tuition assistance, fitness reimbursement, wellness incentives, and financial-literacy programs.
• Required travel and accommodations are covered for the quarterly onsite Trailhead onboarding experience.

Hiring process

• Screening interviews may be transcribed with Microsoft Copilot and may use Pindrop Pulse for interview security and identity verification; candidates may opt out by notifying the Talent Partner in advance.
• Live interviews and assessments must reflect the candidate’s own communication, ideas, and work unless an exception is approved.