CS AI & Automation Operations Manager (AI)

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.