Support Specialist (AI)

Location: Vancouver hybrid or remote in Canada; standard working hours may fall between 9am–6pm PDT.

Base pay: $60k–$80k CAD per year, dependent on experience, performance, and stock option compensation.

Company

hirify.global builds AI-powered automation for insurance agencies and brokerages, combining insurance process expertise, systems, data, and proprietary models.

What you will do

• Provide timely, professional support and own customer issues from initial report through resolution.
• Manage the ticket process, including timelines, updates, escalations, and closure.
• Investigate, troubleshoot, and diagnose technical issues in a complex product, then explain solutions clearly and empathetically.
• Monitor customer bot performance and proactively escalate operational problems.
• Collaborate with Customer Success, Implementation, Product, Engineering, and other stakeholders on feedback, bug reports, product improvements, and incident resolution.
• Write Knowledge Hub content, analyze ticket data, and lead projects that improve support and cross-functional collaboration.

Requirements

• 3+ years of direct customer support experience.
• Strong understanding of AI and automation technologies.
• Based on the West Coast or able to work standard hours that may fall between 9am–6pm PDT.
• Experience working with a technically complex product and willingness to learn product functionality and new technologies.
• Ability to investigate, troubleshoot, and resolve support inquiries while improving first-level resolution.
• Experience coordinating customer escalations and incident management.
• Ability to work cross-departmentally to resolve customer-reported issues quickly.
• Clear written and verbal communication, empathy, patience, organization, attention to detail, and strong time management.
• Comfort working in a fast-paced environment and adapting to change.

Nice to have

• Experience in a high-growth Series A–C company.
• Experience implementing a support technology stack or using support automation tools.
• Content writing skills for internal or external knowledge management.
• Knowledge of the insurance industry.
• Experience analyzing and reporting on ticket data.

Culture & Benefits

• Fast-moving team with ownership, direct leadership access, and opportunities to shape support operations.
• Employee stock options based on experience level.
• Comprehensive health benefits, including a Lifestyle Spending Account.
• Four weeks of paid vacation per year.
• Work anywhere in the world for 60 days per year.
• Guiding principles include customer focus, urgency, curiosity, execution excellence, ownership, simplicity, and an AI-first approach.