TL;DR

Customer Support Lead (AI): Owning the entire support operation end-to-end, including workflows, help center, automations, and AI, with an accent on hands-on ticket response, triaging, and quality assurance. Focus on scaling support processes and acting as the single point of accountability for service delivery.

Location: Hybrid in London

Company

%hirify_global% is an early-stage startup on a mission to deliver efficient and engaging language learning experiences through generative AI Avatars.

What you will do

Own and manage end-to-end customer support operations, including workflows, help center, automations, AI, and policies.
Spend ~50% of time hands-on responding to customer tickets, while also triaging and distributing tasks to the team.
Ensure high quality of support and maintain tight processes across the operation.
Act as the single point of accountability for how support runs and scales.
Handle billing, refunds, and cancellation policies with clarity and empathy.

Requirements

3+ years in customer support or customer success, ideally in SaaS or consumer apps.
Experience with Intercom (or similar ticketing systems) is a must.
Strong analytical skills to interpret support metrics and AI performance data.
Tech-savvy with an interest in AI-powered customer service.
Excellent written communication and problem-solving abilities.
Leadership mindset: proactive, resourceful, and able to work independently.

Nice to have

Background in managing support automation or chatbots.
Familiarity with the language learning or edtech industries.

Culture & Benefits

Equity growth via stock options that grows with your impact.
26 days of holidays plus bank holidays (34 days per year).
Yearly off-sites, with a recent trip to Turkiye.
Health and wellness benefits to support overall well-being through Safetywing.
Access to an AI toolkit including ChatGPT, Copilot, and other productivity tools.
Annual educational budget of up to $1,000.