Customer Support Agent (AI)

TL;DR

Customer Support Agent (AI): Guiding customers through account setup, explaining features, and troubleshooting issues for an AI agent platform with an accent on providing exceptional customer experience. Focus on understanding customer goals, assisting with AI Agent fine-tuning, and handling multiple support channels.

Location: Hybrid, two days of mandatory office work in Belgrade, Serbia

Salary: €22,200–€24,200 per year

Company

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

What you will do

• Help clients with product usage, offer alternative 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 hirify.global's 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 (C1+).
• Fast learner capable of quickly using the product and managing several support tickets simultaneously.
• Comfortable with video calls with customers for troubleshooting and setup.
• Working hours: 10 AM - 6 PM CET, Monday to Friday.

Nice to have

• E-commerce knowledge (Shopify, BigCommerce, Magento).
• Understanding of LLMs and ability to write clear prompts.
• Previous experience working with or troubleshooting APIs in the SaaS industry.
• Comfortable in a startup environment and have a passion for technology.

Culture & Benefits

• Access to premium AI tools (ChatGPT, Claude, Granola, Cursor, etc.) and an annual L&D budget.
• Collaborative environment with internal AI champions and regular demo sessions.
• Commitment to creating an inclusive environment where everyone can thrive.
• Opportunity to act as a product expert and shape software development.