Customer Support Manager (AI)

TL;DR

Customer Support Manager (AI): Owning the entire customer support operation end-to-end, including workflows, help center, automations, and AI, with an accent on responding to tickets, triaging, and ensuring high quality. Focus on acting as the single point of accountability for support operations and scaling.

Location: Hybrid in London

Company

hirify.global is an early-stage startup creating an automated language tutorship experience powered by generative AI Avatars.

What you will do

• Own the entire customer support operation end-to-end.
• Respond to tickets, triage, and distribute them to the team.
• Maintain high quality and tight processes in support operations.
• Act as the single point of accountability for how support runs and scales.
• Manage workflows, help center, automations, AI, policies, refunds, and cancellations.

Requirements

• 3+ years in customer support or customer success, ideally in SaaS or consumer apps.
• Experience with Intercom (or similar ticketing systems).
• Comfortable handling billing, refunds, and cancellation policies with clarity and empathy.
• 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.
• Work format: Hybrid in London

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.
• 34 days holidays per year (26 days plus bank holidays).
• Yearly off-sites (e.g., Turkiye).
• Health and wellness benefits through Safetywing.
• Access to an AI toolkit including ChatGPT, Copilot, and other productivity tools.
• Annual educational budget of up to $1,000.