Support Team Lead (AI)

Location: Romania

Company

hirify.global is a technology and delivery company operating a marketplace connecting customers, courier partners, and merchants across more than 500 cities in 30 countries.

What you will do

• Lead, inspire, coach, and develop a high-performing customer support team.
• Hire, onboard, and mentor new team members.
• Monitor team performance and ensure SLA and CSAT targets are met.
• Analyze performance data and trends, turning insights into actionable improvement plans.
• Collaborate with cross-functional teams and local stakeholders on operational improvements and process optimization.
• Use AI tools and automation opportunities to improve support efficiency while fostering a positive, motivated, and accountable team culture.

Requirements

• Proven leadership experience in Customer Support or Customer Experience.
• Strong analytical skills and the ability to translate data into action.
• Fluent Romanian and English at C1 level.
• Excellent communication and coaching skills.
• A people-first mindset with the ability to motivate and empower others.
• Technical confidence and readiness to learn new tools and systems.
• Ability to make decisions and manage performance.
• Ability to thrive in a fast-paced, constantly changing environment.
• Proactive, solution-oriented, and hands-on approach.

Culture & Benefits

• People-first culture focused on inclusion, empowerment, and diverse perspectives.
• Fast-paced environment with opportunities to learn, build, and ship.
• Entrepreneurial and self-starting mindset encouraged.

Hiring process

• Applications are reviewed on an ongoing basis.
• Applicants should submit a CV.