Support Operations Specialist, Learning & Education (AI)

TL;DR

Support Operations Specialist, Learning & Education (AI): Designing, implementing, and optimizing programs to develop and grow the Product Support team's capabilities with an accent on onboarding, continuing education, and product release enablement. Focus on driving knowledge management strategy and ensuring expertise to handle complex user questions for AI systems.

Location: Hybrid in San Francisco, New York City, or Seattle, requiring at least 25% in-office attendance. Visa sponsorship available.

Salary: $131,040 - $165,000 USD (Annual)

Company

hirify.global is a public benefit corporation dedicated to creating reliable, interpretable, and steerable AI systems.

What you will do

• Design, implement, and continuously improve the onboarding program for new Product Support team members.
• Program manage continuing education initiatives, including identifying training needs, developing curriculum, and measuring effectiveness.
• Lead release enablement efforts, ensuring the Support team has the resources and knowledge to support new products and features.
• Partner on internal knowledge management strategy, ensuring efficient access and contribution to shared expertise.
• Build feedback loops to understand where the team needs additional support or training.

Requirements

• 4+ years of experience in learning & development, enablement, support operations, or similar roles in a technology company.
• Demonstrate a data-driven approach, using metrics and insights to continuously improve programs and measure training effectiveness.
• Possess strong communication skills with the ability to distill complex technical concepts into engaging learning experiences.
• Excel at cross-functional collaboration, particularly with Product, Engineering, and Support teams.
• Proactive and solutions-oriented, with excellent program management abilities.
• Must have at least a Bachelor's degree in a related field or equivalent experience.
• Expected to be in one of the offices (San Francisco, New York City, or Seattle) at least 25% of the time.

Nice to have

• Background in instructional design or adult learning principles.
• Experience building or scaling onboarding or L&D programs from early stages.
• Experience with support or customer-facing teams specifically.

Culture & Benefits

• Work as a single cohesive team on large-scale AI research, focusing on steerable, trustworthy AI.
• Collaborative environment with frequent research discussions.
• Competitive compensation and benefits, optional equity donation matching.
• Generous vacation and parental leave, with flexible working hours.
• Lovely office space to collaborate with colleagues.