User Operations Lead (AI)

TL;DR

User Operations Lead (AI): Own and scale the customer support function at hirify.global, building and leading a team of User Operations Specialists to ensure fast, empathetic, and high-quality customer responses. Focus on designing and optimizing support processes, implementing tools and metrics, and collaborating cross-functionally to create a seamless user experience within an AI platform for legal work.

Location: On-site work from the Merantix AI Campus in Berlin, Europe’s leading AI innovation hub or remote.

Company

hirify.global is Europe’s fastest-growing legal AI company, transforming how lawyers work with its AI platform that combines deep legal reasoning with cutting-edge generative technology.

What you will do

• Build, lead, and coach a growing team of User Operations Specialists, fostering a culture of empathy, accountability, and continuous improvement.
• Own the overall user support experience, ensuring timely, accurate, and high-quality responses to customer inquiries.
• Define and optimize workflows, SLAs, and escalation processes between User Operations, Legal Engineering, and Customer Success.
• Analyze support data to identify trends, recurring issues, and opportunities to improve user experience.
• Implement and manage customer support tools (e.g., Intercom, Zendesk) and maintain a robust knowledge base.
• Partner with Product and Engineering to triage and communicate user feedback, bug reports, and feature requests.

Requirements

• 2–5 years of experience in Customer Support, User Operations, or Customer Success, ideally within a B2B SaaS or tech environment.
• Previous experience leading or mentoring a support team in a high-growth company.
• Strong operational mindset, able to design scalable systems, measure quality, and optimize processes.
• Excellent written and verbal communication skills with a natural sense of empathy and professionalism.
• Data-driven and detail-oriented, able to track metrics and translate insights into action.
• Fluent in German and English (both required).

Nice to have

• Experience in legal tech, SaaS, or professional services environments.

Culture & Benefits

• Full ownership of hirify.global’s User Operations function, from strategy to execution.
• Opportunity to build and lead a high-performing team at one of Europe’s fastest-growing AI startups.
• Close collaboration with senior leadership, Customer Success, and Product.
• Fast-paced, high-growth environment where autonomy and initiative are valued.
• Competitive compensation and strong career progression opportunities.