Ai Agent Support Experience Manager

TL;DR

Ai Agent Support Experience Manager (Customer Support): Lead and optimize AI-driven chat and voice customer support agents to improve customer satisfaction and operational efficiency with an accent on multi-channel AI playbook management, conversational design, and data-driven performance insights. Focus on orchestrating seamless AI-human handoffs, managing complex playbook architectures, and driving measurable CSAT improvements.

Location: Remote, work from anywhere in the world

Salary: $122,000 - $160,000 USD per year

Company

hirify.global is a fast-growing tech company focused on maximizing lives through innovative customer support solutions and career growth opportunities.

What you will do

• Lead a team of content and quality specialists to deliver best-in-class AI agent experiences.
• Strategize evolution of AI agent capabilities and workflows across chat and voice channels.
• Leverage AI performance data to improve bot resolutions, containment rates, and customer experience.
• Develop strong partnerships with AI technology partners to influence roadmaps and accountability.
• Refine conversational design including VUI principles and manage complex playbook architectures.
• Ensure seamless handoffs between AI systems and human agents for smooth customer journeys.

Requirements

• Remote work from anywhere globally with flexible hours.
• 5-8 years relevant experience in operations, consulting, or startups with 3+ years people leadership.
• Experience developing and optimizing chatbot/voice AI playbooks and multi-channel AI deployments.
• Strong written communication skills focused on clear customer messaging.
• Analytical skills to interpret performance data and generate actionable insights.
• Proficiency with CRM software and data analytics tools (Excel, Looker, Google Analytics).

Nice to have

• Experience with AI chatbot platforms like Ada, Poly, Decagon, Intercom, Drift.
• Exposure to travel, fintech, or SaaS industries.
• Knowledge of communication frameworks such as neurolinguistic programming and Fogg Behavior Model.
• Strong project management skills managing multiple priorities.

Culture & Benefits

• Remote-first flexibility with work-from-anywhere policy and flexible hours.
• Unlimited PTO, company-wide recharge days, and annual team offsites.
• Weekly UberEats credits and travel discounts.
• Generous parental leave and flexible return-to-work plans.
• Competitive salary, equity options, and top-tier benefits from day one.
• Wellness budgets, personal development funds, and team learning resources.