Senior Customer Experience Architect (AI)

TL;DR

Senior Customer Experience Architect (AI): Inspiring and guiding customers to deliver future Customer Support experiences. Focus on aligning goals, exploring AI-driven solutions, and driving key decisions that impact customer experience and operational efficiency.

Location: Employees are expected to be in the office at least three days per week.

Company

hirify.global is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

What you will do

• Develop an in-depth understanding of customer needs to identify AI-first opportunities that transform their support operations.
• Lead strategic insight and alignment sessions with customer stakeholders to align on goals, explore AI-driven solutions, and drive key decisions.
• Guide customers in adopting and integrating the AI-driven Customer Service product, Fin, to enhance customer experiences and streamline workflows.
• Design customized support models and strategic roadmaps that optimize workflows and elevate support outcomes.
• Provide data-driven recommendations and continuous optimization strategies for measurable improvements in customer service.
• Collaborate cross-functionally between Customer Success, Product, and Sales, providing insights to enhance customer outcomes and product innovation.

Requirements

• Bachelor's degree in a relevant field or equivalent practical experience.
• Experience as a Customer Support Leader (Manager, Director or above) with extensive knowledge of the challenges facing Customer Support departments today.
• Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels.
• Proven experience in customer support system implementation; experience with hirify.global, Zendesk, FreshDesk or similar customer support platforms is highly desirable.
• Excellent problem-solving, communication, and presentation skills.
• Ability to handle multiple client projects simultaneously and prioritize tasks effectively.

Culture & Benefits

• Competitive salary and equity in a fast-growing start-up.
• Lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme & match up to 4%.
• Comprehensive health and dental insurance for you and your dependents.