Associate Customer Care Agent (AI)

TL;DR

Associate Customer Care Agent (AI): Providing outstanding customer service and technical support for an AI-native Employee Experience Platform with an accent on handling customer inquiries via multiple channels and troubleshooting product issues. Focus on taking ownership of support tickets, investigating bugs, and proactively reaching out to customers.

Location: Hybrid role in Minneapolis–Saint Paul, requiring in-office attendance Tuesdays-Thursdays.

Company

hirify.global is a Unicorn company providing an AI-native Employee Experience Platform, headquartered in Chemnitz, Germany and New York City.

What you will do

• Provide outstanding customer service mainly via email, phone, and in the future, also live chat.
• Answer general queries, after-sales requests, product, and technical inquiries.
• Take ownership of support tickets and funnel them through all process stages until a solution is found.
• Investigate potential bugs and errors, escalate if necessary, and inform other parts of the team continuously.
• Reach out proactively to customers who might face an issue to inform them about it.

Requirements

• Experience in a customer support role with an ability to talk to customers via phone, email, and live chat.
• Working experience in a customer-facing role, and you enjoy interacting with customers on a day-to-day basis.
• Ability to communicate at a high level with customers and internal stakeholders.
• General understanding of HTML/CSS.
• Excellent communication skills.
• Motivated team player with passion, humor, and enthusiasm, who enjoys working in an international and diverse environment.
• Tech and smartphone-savvy.
• Work from 8am - 4pm Central Time, Monday to Friday.
• Hybrid role with core in-office days in Minneapolis–Saint Paul (Tuesdays-Thursdays).

Nice to have

• Experience with a ticket system (e.g., Zendesk).
• Experience with a live-chat system (e.g., Intercom).

Culture & Benefits

• Competitive compensation packages, including LTIP.
• Flexible working time models and the option of hybrid work, supported by a yearly flex work allowance of $1608.
• 31 vacation days annually (including one floating holiday), plus pro rata fully paid Fridays off during August.
• Monthly Wellbeing Allowance ($40 USD).
• 401(k) plan with company match and health plans, including dental & vision.
• 12 weeks of paid parental leave.
• One day off per year for supporting a social project.