Senior Customer Support Specialist

TL;DR

Senior Customer Support Specialist: Provide high-quality support for AI-assisted consumer digital products with an accent on handling complex user cases and improving AI support workflows. Focus on building scalable support processes, analyzing ticket patterns, and collaborating cross-functionally to enhance user experience.

Location: Fully Remote, multiple locations

Company

hirify.global is a health & well-being technology company focused on transforming ideas into worldwide products with real results.

What you will do

• Handle complex or sensitive user cases such as payments, refunds, and access issues with ownership.
• Analyze ticket patterns to identify root causes and propose improvements.
• Build and maintain internal knowledge bases and automated replies to reduce manual workload.
• Improve AI support bot by writing prompts, building flows, and evaluating classification quality.
• Monitor key support metrics and drive improvements.
• Collaborate with Product, Growth, and Engineering teams to resolve issues and optimize workflows.

Requirements

• 3+ years experience in customer support for consumer digital products.
• Experience with helpdesk platforms like Zendesk or Intercom and basic analytics tools.
• Experience working with AI-powered support tools.
• Excellent written English communication (B2+).
• Ability to work independently and maintain calm in high-volume or escalated situations.

Nice to have

• Experience in beauty/wellness, payments, and subscription flows.
• Basic SQL knowledge.
• Python skills or willingness to learn for interacting with bot tools.

Culture & Benefits

• Direct impact on reducing tickets and improving user satisfaction.
• Remote flexibility with adaptable working hours.
• 21 days vacation and flexible PTO.
• Supportive team environment where input matters.
• Work on a product used personally by the team.