Customer Experience Specialist (AI, SaaS)

TL;DR

Customer Experience Specialist (AI, SaaS): Building a world-class customer experience for a sales engagement platform with an accent on structuring support workflows, knowledge building, and process creation. Focus on defining the foundations of the support model for an AI-powered end-to-end sales platform and identifying recurring issues for product improvement.

Location: Remote (European Union)

Company

hirify.global is a bootstrapped, profitable B2B SaaS company that has grown to $40M ARR, building an AI-powered, end-to-end sales platform.

What you will do

• Handle incoming requests from Claap users through support channels like Intercom and email.
• Provide clear, empathetic, and efficient support to resolve issues and guide users.
• Investigate problems autonomously and collaborate with Product & Engineering teams.
• Create, maintain, and improve Claap’s Help Center and internal documentation.
• Design and formalize Claap’s support workflows, including triage and escalations.
• Contribute to QA, ticket reviews, and continuous improvement routines for CX operations.

Requirements

• Experience in B2B SaaS customer support (L1/L2 or similar roles).
• Strong writing and information structuring skills for documentation.
• Comfortable working in an evolving environment where processes are being built.
• Organized, autonomous, and proactive in problem-solving.
• Clear communication skills, both written and verbal (English required).
• Familiarity with support tools like Intercom, Zendesk, Notion, or similar Help Centers.

Culture & Benefits

• Opportunity to build the support function from the ground up, not just operate it.
• Direct impact on customer product experience.
• Close collaboration with Product, Engineering, and CX leadership.
• Work in a fast-growing environment that values ownership and initiative.
• Be part of a team dedicated to quality, clarity, and user experience.

Hiring process

• Interview with Talent Acquisition Manager.
• Interview with VP Customer Experience.
• Complete a Business Case (async.) followed by a Live Q&A.
• Final round interview with the CEO or Chief of Staff.
• Reference Check.