Customer Support Analyst (AI)

TL;DR

Customer Support Analyst (AI): Managing and improving the performance of AI agents to handle customer support interactions with an accent on prompt tuning, knowledge architecture, and troubleshooting complex technical issues. Focus on continuously improving AI agent accuracy and efficiency, collaborating with product and engineering, and driving workflow optimization.

Location: This is a hybrid role with main hubs in Vancouver, Toronto, and London. Remote work is available for candidates based in Canada.

Salary: CA$61,000–CA$81,000

Company

hirify.global is an AI-first company building a competitive intelligence platform that helps organizations win more competitive deals by generating market, competitor, and buyer insights.

What you will do

• Own the quality, accuracy, and confidence of hirify.global’s Intercom Fin AI agent.
• Continuously improve agent performance by tuning prompts, rules, and fallback logic.
• Maintain and evolve the knowledge layer that powers the AI agent.
• Resolve high-complexity issues and troubleshoot SSO, integrations, and advanced configurations.
• Gather context, reproduce issues, and deliver actionable repro steps to Product and Engineering teams.
• Identify recurring agent failures and customer pain points to influence product roadmap and adoption strategies.

Requirements

• Experience working with Intercom Fin AI or another AI-powered support agent.
• Familiarity with training LLM-based agents (prompting, knowledge structure, examples, intents).
• Clear, precise written and verbal communication.
• Calm, methodical problem-solving in high-pressure or ambiguous situations.
• Ability to troubleshoot SSO, Salesforce, and other common integrations and configurations.
• Comfort working in fast-moving, AI-first environments.

Nice to have

• Experience with HelpDocs or other knowledge base platforms.
• Exposure to analytics and reporting tools (Pendo, GA, BigQuery, Looker, Excel).
• Experience with CRM integrations (Salesforce, HubSpot).
• Background in competitive intelligence, market intelligence, or win-loss.
• Experience in Martech or Salestech.

Culture & Benefits

• High-performance culture with career development, coaching, and annual performance reviews.
• Comprehensive health & dental coverage that starts on Day 1, plus discounts.
• Opportunity to participate in the Employee Stock Option Plan for all full-time employees.
• Flexible vacation policy: Take The Time You Need, with reasonable notice.
• Receive a Mac or PC and access to A+ tooling.
• Encouragement to lean into AI for smarter, faster work with Friday Show, Don’t Tell Meetings.
• Direct access to the leadership team and opportunities for social connection.
• Dog-friendly office spaces in Vancouver and Toronto.