Support Team Lead (AI)

TL;DR

Support Team Lead (AI): Leading and coaching a support team to handle AI support escalations and ensure timely, high-quality resolutions with an accent on improving support processes, tooling, and efficiency through AI and automation. Focus on owning complex issues, driving process improvements, and tracking success through KPIs and user impact.

Location: Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly. Must be based in or able to work from Istanbul or Sofia.

Company

hirify.global is a company focused on making life easy for its users through reliable and trusted support.

What you will do

• Own AI Support escalations end-to-end, ensuring timely and high-quality resolutions.
• Act as the clear owner for complex issues, providing clarity and direction.
• Lead, coach, and support a team of approximately 10 Support Experience Guides.
• Identify recurring issues and implement concrete process improvements.
• Optimize Support processes, tooling, and ways of working.
• Utilize AI and automation to improve efficiency and consistency in daily operations.

Requirements

• Naturally take ownership and proactively solve problems.
• Enjoy fixing things that don’t work and ensuring they stay fixed.
• Believe that great customer support is about trust, clarity, and accountability.
• Like coaching others and helping them grow, even in tricky situations.
• Comfortable in a fast-paced environment where priorities might evolve.
• Curious about using AI to improve how support teams operate.

Culture & Benefits

• Work with great, international colleagues.
• Hybrid setup with 2 days remote and 3 days in-office weekly after the first 3 months.
• Support for growth with hirify.global Academy and a €1500 annual learning budget.
• Access to a Multisport gym card for health and wellbeing (in Turkey).
• Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.
• Travel expenses are covered for commuting (in Turkey).
• Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling.
• Reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office.
• A MacBook to ensure you can Get Shit Done.
• Delicious in-house lunches with vegan and vegetarian options.
• Private health insurance.
• Monthly contribution to your phone and internet bills (in Turkey).
• Regular Friday drinks and other celebrations.