Customer Support Team Lead (AI)

TL;DR

Customer Support Team Lead (AI): Shaping the future of global customer support by guiding and building a unified 24/7 team with an accent on modern tooling, automation, and AI. Focus on setting a bold vision, developing talent, and translating customer signals into product insights.

Location: Remote or hybrid within Switzerland, with regular collaboration with the US-based team.

Company

hirify.global is a brand platform transforming how teams organize digital assets, collaborate, and create engaging campaigns, empowering marketers and designers globally.

What you will do

• Set and champion a global support strategy, integrating modern tooling, automation, and AI.
• Lead and develop a high-performing team across EMEA and the US, coaching managers and specialists.
• Shape operational excellence, setting strategic direction for processes, SLAs, and automation.
• Lead data-driven decision-making, defining key metrics and translating insights into action.
• Translate customer signals into product insights, establishing structured feedback loops with Product, Engineering, and Design.
• Drive continuous evolution, experimenting with AI and self-service models to future-proof support.

Requirements

• Work remotely or hybrid within Switzerland.
• 8+ years of experience in SaaS customer support, including 5+ years in leadership managing multi-regional or global teams.
• Proven experience scaling support operations, including implementing 24/7 models and self-service strategies.
• Skilled at balancing people leadership with operational strategy, process optimization, and cross-functional influence.
• Strong analytical and systems thinking, using metrics, trends, and root-cause analysis.
• Fluent in English.

Culture & Benefits

• At least 5 weeks of holiday.
• Paid educational and well-being days off.
• Home office setup budget.
• Annual salary review.
• Localized benefits.
• Invite to our summer company meet-up in Switzerland.

Hiring process

• Submit your CV and answer a few questions.
• Meet our Talent Team for discussion.
• Connect with your future team members.
• Join us if it’s a match.