User Operations Specialist (Legal AI)

TL;DR

User Operations Specialist (Legal AI): Managing customer inquiries and troubleshooting issues for an AI workspace with an accent on delivering empathetic support, documenting trends, and improving support experiences. Focus on collaborating with engineering and customer success to resolve complex issues and developing knowledge base articles to enhance self-sufficiency.

Location: Remote or on-site at the Merantix AI Campus in Berlin

Company

hirify.global is Europe’s fastest-growing legal AI company building the operating system for modern legal work.

What you will do

• Act as the first point of contact for customer inquiries across chat, email, and other support channels.
• Deliver fast, clear, and empathetic support for users of the AI workspace.
• Accurately document, categorize, and track user issues to identify trends and opportunities for improvement.
• Collaborate with Legal Engineering and Customer Success to resolve complex or technical issues.
• Develop and maintain FAQs, internal guides, and knowledge base articles to make recurring support easier and faster.
• Escalate bugs, product feedback, and feature requests to Product and Engineering teams.

Requirements

• 1–3 years of experience in customer support, operations, or customer success, ideally within a SaaS or tech company.
• Excellent communication skills – you’re clear, empathetic, and professional in every interaction.
• Strong organizational skills and attention to detail.
• Comfort working in a fast-paced, high-growth startup environment.
• Curiosity and willingness to learn about AI, SaaS products, and legal technology.
• Fluent in German and English.

Culture & Benefits

• The opportunity to join a fast-growing AI company and build foundational experience in customer operations.
• Close mentorship from the User Operations Lead and collaboration with cross-functional teams.
• A chance to make a real impact – your work directly improves how thousands of lawyers use hirify.global every day.
• A culture that values empathy, precision, and continuous learning.
• Competitive compensation and clear career progression paths.
• Remote or on-site work at the Merantix AI Campus in Berlin.