AI Support Operations Manager

Location: US, Remote

Salary: USD 98,000–115,000 per year

Company

hirify.global provides an AI-powered performance management and people management platform with performance reviews, engagement surveys, goal tracking, manager coaching, and feedback tools.

What you will do

• Operate the customer-facing Fin AI agent, owning resolution quality, quality-gated deflection, topic configuration, prompt and behavior tuning, and escalation-to-human design.
• Own the Help Center knowledge layer end to end, including taxonomy, article templates, AI-retrieval writing standards, Guru collections, drafting, verification, and publishing workflows with Tier 1.
• Triage incorrect or missing AI answers, trace failures to retrieval, content, or product-truth root causes, route product gaps, and report closure velocity.
• Prepare Help Center articles, Fin topics, and frontline teams for product launches and maintain release readiness.
• Maintain runbooks, configuration documentation, measurement baselines, and trained backups for every critical system.
• Partner with R&D, leadership, support tier leads, content, and product teams while operating within defined ownership and escalation boundaries.

Requirements

• 3–5+ years in support operations, CX operations, knowledge management, or conversational AI operations, including hands-on ownership of a production AI agent.
• Intercom Fin experience is strongly preferred; Ada, Forethought, Decagon, or similar AI agents are relevant.
• End-to-end ownership of customer-facing help content, including taxonomy, content verification workflows, structured authoring, and writing for AI retrieval.
• Experience forming hypotheses, testing small, measuring results, and scaling successful approaches; comfortable using AI-assisted workflows daily.
• Strong analytical skills to trace incorrect AI answers through retrieval, content, and product behavior to root cause and document the analysis.
• Direct, structured collaboration: raise concerns early, disagree openly, commit fully, and work through agreed channels.
• Ability to build documented systems, maintain runbooks, and train a second person rather than creating dependencies.
• Ability to check in before investing significant time in adjacent work and present risks as concise recommendations to a manager.

Culture & Benefits

• Remote startup environment with high standards, accountability, direct communication, manager support, skill development, and whole-person care.
• Medical, dental, and vision coverage with a hirify.global subsidy; disability and term life insurance; family planning support; wellness resources; and an inclusive benefits stipend.
• Flexible time off, paid parental and military leave, company holidays, and a sabbatical program.
• 401(k) with 4% matching after six months.
• Work with experts in leadership, culture, and personal development.
• Employment requires verification of identity and eligibility to work in the United States and completion of the required employment eligibility document.