Support Experience Lead (AI)

Location: Hybrid in Istanbul or Sofia; after 3 months in-office, work 2 days remotely and 3 days in-office weekly.

Company

hirify.global is a digital banking company focused on making financial services easy for users through premium support and technology.

What you will do

• Own AI Support escalations from the internal AI Agent Finn through timely, high-quality resolution.
• Act as the owner for complex support issues and provide clarity and direction.
• Lead, coach, and support a team of approximately 10 Support Experience Guides.
• Identify recurring issues and implement concrete improvements to support processes, tooling, and ways of working.
• Work with stakeholders to implement solutions and use AI and automation to improve operational efficiency and consistency.
• Track outcomes through KPIs, backlog health, and user impact.

Requirements

• Strong ownership and accountability, with the initiative to resolve problems without waiting for assignment.
• Ability to manage complex issues and maintain high-quality customer support.
• Ability to coach others and support their development in challenging situations.
• Comfort working in a fast-paced environment with evolving priorities.
• Outcome-focused approach and interest in using AI to improve support operations.

Culture & Benefits

• International colleagues and a hybrid work setup with defined office attendance.
• hirify.global Academy and a €1,500 annual learning budget.
• €70 monthly flexible benefits budget through Re:benefit.
• Digital Nomad Program: after the first year, up to 20 days per year working while traveling.
• Travel budget of €1,500 after 2 years and €3,000 after 4 years to visit another core office.
• MacBook, private health insurance, lunches, and team celebrations.