TL;DR

CS AI & Automation Operations Manager (AI): Managing and optimizing AI and automation efforts within customer support with an accent on AI agent behavior design, performance evaluation, and cross-team workflow optimization. Focus on translating business needs into scalable AI solutions, driving operational excellence through data-driven insights, and ensuring efficient, human-centered customer interactions.

Location: Remote from Portugal, Poland, Estonia, or Bulgaria

Salary: Gross fee starting point from 3000 EUR/month

Company

%hirify_global% is a customer-centric product company providing an Email and SMS marketing platform to drive e-commerce stores growth, with a strong presence in the US.

What you will do

Co-lead team backlog with the AI & Automation Lead, setting priorities and aligning initiatives.
Design AI agent behavior guidelines, decision-making models, and QA processes.
Develop and maintain AI performance evaluation frameworks using quantitative and qualitative data.
Lead initiatives to optimize human agent workflows with automation and AI.
Provide functional leadership and mentoring to the AI & Automation Specialist.
Own end-to-end Customer Support analytics, identifying opportunities for AI to optimize tasks.
Evaluate and implement AI capabilities, automation solutions, and API integrations.

Requirements

Several years leading initiatives, complex workflows, or cross-functional projects, ideally in tech.
Hands-on experience analyzing customer insights, VoC data, or operational metrics.
Experience guiding and co-leading specialists.
English: C1+ required (Excellent written and spoken English).
Strategic and operational thinking with a focus on efficiency and optimization.
Familiarity with Intercom or similar AI/automation platforms, automation tools, or light scripting/coding.
Must be an independent contractor responsible for declaring and paying taxes in your country of residence (Portugal, Poland, Estonia, or Bulgaria).

Culture & Benefits

Gross fee starting point from 3000 EUR/month.
Quarterly performance reviews and unlimited learning budget after 3 months.
Private health insurance and unlimited access to psychotherapy.
Workstation budget (420 EUR) and work anniversary gifts.
Attractive workations and team-led team-building events.
Working methods inspired by Silicon Valley’s top tech companies.
High-performing environment with a majority of senior colleagues.