Customer Support Agent (AI)

TL;DR

Customer Support Agent (AI): Guiding customers in account setup, explaining features, and troubleshooting issues for an AI-powered e-commerce platform with an accent on providing top-notch support via multiple channels and assisting with AI Agent setup. Focus on understanding customer goals, continuous feedback analysis, and testing new features.

Location: Hybrid (Belgrade, Serbia), with two days of mandatory office work.

Salary: €24,317 – €26,497

Company

hirify.global is building an AI-powered conversational commerce platform to transform customer interactions into relationships for e-commerce brands.

What you will do

• Help clients with product usage questions, offer solutions, and troubleshoot current scenarios.
• Understand customer goals and desired outcomes through continuous data and feedback analysis.
• Assist clients with the setup, fine-tuning, and troubleshooting of the AI Agent.

Requirements

• At least 2 years of previous experience in B2B customer support, preferably for a tech/software product.
• Fluent in both oral and written English.
• Fast learner who can quickly use the product and manage several support tickets simultaneously across different channels.
• Comfortable with video calls with customers for troubleshooting and setup assistance.
• Comfortable in a startup environment and passionate about technology.

Nice to have

• E-commerce knowledge (Shopify, BigCommerce, Magento, etc.).
• Understanding of LLMs and ability to write clear prompts.
• Experience working with APIs or in the SaaS industry, especially troubleshooting APIs.

Culture & Benefits

• Work as part of the wider Customer Experience team, providing top-notch support.
• Opportunity to be the product's first customer, test new features, and shape software development.
• Access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget.
• Focus on diversity and inclusion, welcoming applicants from all backgrounds.
• Weekly company-wide standups showcasing AI insights and workflows.