Head of Customer Operations (AI)

TL;DR

Head of Customer Operations (AI): Leading and scaling a multi-tier support organisation to deliver exceptional customer experiences across multiple markets, languages, and channels, with an accent on designing support strategy and leveraging AI-driven tools. Focus on optimizing key metrics, managing a distributed team, and ensuring customer insights inform product development and retention strategies.

Location: Hybrid (Barcelona, Spain) with flexible remote policy (up to 4 days per month + 3 non-consecutive weeks per year).

Company

hirify.global is an AI-powered spend management and procurement platform simplifying procurement, payment cards, expense management, invoice processing, and accounting automation for companies.

What you will do

• Build, scale, and mentor a high-performing Level 1–3 support organisation (frontline agents, technical specialists, and escalation managers).
• Develop and execute a multi-channel support strategy leveraging automation, AI, and self-service.
• Own and optimize customer support KPIs, including CSAT, response times, resolution SLAs, and NPS.
• Implement a smart and comprehensive triage mechanism and define robust SLAs with clear ownership.
• Collaborate with Engineering, Product, Compliance, Risk, and Payment teams to inform product and process development and retention strategies.
• Lead the implementation of AI-powered support tools and maintain a comprehensive knowledge management system.

Requirements

• 7+ years of experience in customer support or customer operations roles, with 3+ years in a senior management position.
• Experience leading both outsourced and internal Customer Care and Technical Support teams, including direct management of Team Leads.
• Strong track record of designing and implementing scalable, metrics-driven support processes.
• Experience in SaaS, fintech, or financial services preferred.
• Familiarity with support automation, AI tools, and CRMs (e.g., Intercom, JIRA, Salesforce Service Cloud).
• Fluent in English.

Nice to have

• French is a strong plus, and additionally any other European languages.

Culture & Benefits

• Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year).
• Alan health insurance (fully covered by hirify.global).
• Meal vouchers through Edenred (€6 per working day).
• 100% reimbursement on public transportation subscription.
• Access to Moka.care for emotional and mental health wellbeing.
• 28 days of holidays.
• Latest Apple equipment.
• Great office snacks to fuel your day.