Customer Support Specialist (AI)

Location: Singapore; onsite

Company

hirify.global builds AI interfaces and intelligence infrastructure that capture, structure, and compound intelligence from conversations, serving more than 3,000,000 users across 170+ countries and regions.

What you will do

• Handle complex escalated T2 customer cases from triage through resolution within First Reply and Full Resolution SLA targets.
• Own at least one operational domain such as refunds, logistics, device lock/unbinding, or fraud; maintain SOPs, monitor anomalies, and surface systemic issues.
• Collaborate with logistics, finance, and product teams on escalated cases and policy decisions.
• Benchmark support quality, identify SOP gaps, and propose improvements that reduce repeat escalations and handling time.
• Use AI-assisted tools, suggested replies, auto-classification, and macro libraries while applying human judgment to complex cases.

Requirements

• 1–3 years of customer service experience, including independently handling complex or escalated cases rather than only high-volume T1 ticket closing.
• C1-or-above written English for clear, professional, and empathetic customer responses without language supervision.
• Ability to own a process or domain end-to-end, maintain documentation, and flag anomalies independently.
• Ability to sustain throughput of 50+ tickets per working day without reducing resolution quality or communication standards.
• Strong cross-functional communication skills and ability to coordinate with logistics, finance, and product teams to close cases.

Nice to have

• Experience with Zendesk or a comparable ticketing platform; training to working fluency is possible in approximately two weeks.
• Prior T2 or escalation-tier support experience, or experience with high-stakes outcomes such as refunds, fraud, account recovery, or device and hardware issues.
• Experience in consumer hardware or subscription SaaS support requiring deep product knowledge, including account, subscription, refund, and return management.

Culture & Benefits

• Employee Stock Ownership Plan providing a stake in hirify.global’s long-term success.
• Fast-moving, product-driven environment focused on innovation, ownership, craftsmanship, collaboration, and velocity.
• Access to AI productivity tools including Gemini, Claude Code, and other frontier AI systems.
• Top-spec laptops, high-performance workstation setups, and hirify.global devices for new hires.
• Annual company offsites, team events, medical insurance, and WICA coverage for full-time employees.