Customer Experience Manager (AI/Health)

Location: Remote

Company

hirify.global is a health monitoring app combining biometrics, science, AI, and design to help users understand their health and well-being.

What you will do

• Support users through Intercom, email, app stores, and social media.
• Handle requests about subscriptions, bugs, data syncing, integrations, and related technical issues.
• Review and rate responses from Megan, the AI support agent; test prompts and pipelines and identify failure points.
• Automate support workflows with no-code tools such as n8n.
• Improve support metrics, including churn, refunds, resolution time, and response quality.
• Handle sensitive conversations involving chronic conditions, health anxiety, and GDPR privacy or data-deletion requests.

Requirements

• 3+ years of experience in customer support, customer success, or operations, ideally in technology products where user experience and metrics are important.
• Ability to handle technical requests involving bugs, subscriptions, and data-source syncing.
• Hands-on experience with AI tools, LLMs, and automation.
• Ability to collaborate with product, engineering, and AI teams.
• Excellent written and verbal English and the ability to write clear, informative messages.
• Understanding of user psychology and ability to solve complex cases and explain complex topics in plain, user-friendly language.
• Tech-savviness, curiosity, and ability to investigate unfamiliar issues.
• Interest in wearables and health data, including HRV, sleep, and stress.
• Comfort with Amplitude and Metabase dashboards, basic SQL or Python, and APIs.

Nice to have

• No additional optional qualifications are specified.

Culture & Benefits

• Flexible hours and a high-trust culture focused on results rather than clock time.
• Performance-based bonuses and stock options.
• Access to a therapist, an employee support program, and health insurance.
• Support for personal learning and development.
• Unlimited vacation policy and a culture of openness, honesty, and high standards.
• Tools used include Intercom, ChatGPT, Claude, Notion, Confluence, Slack, Asana, Figma, Amplitude, and Metabase.

Hiring process

• Complete a 30-minute questionnaire with contact details, a resume link, and experience information.
• Complete a test assignment, followed by a culture-fit interview with HR and a technical interview with the hiring manager.