Customer Experience Specialist (AI)

TL;DR

Customer Experience Specialist (AI): Providing technical support and solutions for customers using hirify.global's HR Tech platform, ensuring positive interactions and maximum platform utilization. Focus on troubleshooting complex technical issues, collaborating with internal teams, and contributing to AI chatbot training.

Location: Hybrid in Australia (2 days in office)

Company

hirify.global is a product company in the HR Tech domain, providing a platform to enhance employee experience.

What you will do

• Provide technical support and solutions via email and Zoom sessions.
• Troubleshoot and investigate customer-reported issues, escalating when necessary.
• Collaborate with internal teams (Product, Engineering, Customer Success, Professional Services) to resolve complex cases.
• Develop and maintain knowledge content for Help Center, Community, and internal teams.
• Contribute to AI chatbot training and automated ticket deflection.
• Proactively anticipate and solve customer challenges while meeting KPIs.

Requirements

• Minimum 3 years of experience in customer-facing SaaS roles (e.g., customer support, technical support).
• Fluency in English, with strong verbal and written communication skills.
• Technical troubleshooting experience and familiarity with tools like Zendesk, Asana, Slack, and Salesforce.
• Ability to work in a fast-paced, dynamic environment.
• Workdays: Monday to Friday, 9 am to 5 pm AEST/AEDT.
• Hybrid work model requiring 2 days a week in the office, based in Australia.

Nice to have

• Experience with enterprise-level accounts and SaaS platforms.
• Previous experience in HR Tech, API integrations, and enterprise support.
• Familiarity with AI solutions, platforms, and tools.

Culture & Benefits

• Company share options plan.
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment).
• Work from home allowance.
• Catered Thursday lunches and coffee in the office.
• 2 Social Impact days per year for volunteering.
• Awesome employee referral program.
• Dog-friendly office.
• Fun company and team social events.
• Bob balance days (company-wide long weekend each quarter).
• Additional day off each year for your Birthday.