Scale Customer Engineer (AI)

TL;DR

Scale Customer Engineer (AI): Ensuring hirify.global’s SMB/Core customers successfully onboard and adopt the product through proactive and reactive engagement, webinars, and support. Focus on guiding customers through activation at scale, providing technical guidance, and coordinating escalations.

Location: Hybrid (London, UK)

Company

hirify.global is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide, combining voice, SMS, WhatsApp, and AI into one seamless workspace.

What you will do

• Lead webinar-led onboarding and activation sessions for SMB/Core customers.
• Provide reactive 1:1 onboarding support, assisting with basic configuration and setup.
• Proactively monitor portfolio health and customer usage signals for targeted outreach.
• Serve as the first technical guide for Account Managers, clarifying workflows and product configuration.
• Coordinate customer escalations with internal teams, ensuring clear communication and alignment.
• Collaborate cross-functionally to strengthen the scaled customer experience and improve onboarding playbooks.

Requirements

• 1–3 years in a customer-facing SaaS role such as Onboarding, Customer Success, Support, or Implementation.
• Experience interacting with customers regularly through scheduled meetings, training, or webinars.
• Ability to manage multiple customers using structured playbooks and clear processes.
• Confident presenting and facilitating sessions over video in a professional and engaging way.
• Familiarity with CRM systems, ticketing tools, customer success platforms, and virtual meeting tools.
• Strong customer orientation, execution excellence, and technical learning ability to translate product knowledge into actionable guidance.

Culture & Benefits

• Key moment to join hirify.global in terms of growth and opportunities.
• Emphasis on work-life balance in a fast-learning environment with a strong team spirit.
• Cosmopolite and multi-cultural mindset with 45+ nationalities.
• Competitive salary package and benefits.
• Commitment to diversity, equity, and inclusion, fostering a strong sense of belonging for all.