Support Manager (AI)

Location: Remote or hybrid; the choice is yours. Evening shifts run from 3:00 PM to 11:00 PM, and night shifts run from 11:00 PM to 7:00 AM.

Company

hirify.global creates digital experiences and develops AI-powered tools for customer support.

What you will do

• Provide customer support through designated communication channels, including email, chat, and social media.
• Investigate, document, and escalate bugs and complex customer cases, identifying appropriate solutions and root causes.
• Handle billing inquiries, transaction searches, payment investigations, chargebacks, and dispute processes using platforms such as Stripe and PayPal.
• Monitor and respond to customer feedback and reviews on social media platforms.
• Maintain a consistent and professional Tone of Voice in customer communications.
• Collaborate with internal teams to improve support processes and refine AI-powered support solutions.

Requirements

• Strong written communication skills in English.
• Attention to detail, a problem-solving mindset, and the ability to investigate issues and identify root causes.
• Ability to learn quickly, adapt to new tools and processes, work in a fast-paced environment, and manage multiple tasks simultaneously.
• Customer-focused attitude and willingness to help others.
• Basic computer literacy and confidence working with online systems.
• Familiarity with CRM, help desk, or ticketing systems.
• Understanding of online payments, billing processes, or payment platforms such as Stripe and PayPal.
• Interest in technology, AI tools, and process improvement.

Nice to have

• Previous experience in Customer Support, Operations, or other customer-facing roles; previous support experience is not required.
• Additional language skills.

Culture & Benefits

• Remote or hybrid work options.
• Unlimited out-of-office days and 100% sick leave compensation.
• Wellness, education, psychologist, language course, and co-working compensation.
• Health insurance.
• Night shifts are compensated at 1.5x the standard hourly rate; overtime is compensated at 2x.
• Team buildings and offsites in Spain, Italy, Poland, Portugal, and other locations, plus merchandise and special occasion presents.