Vice President, Global Customer Support (AI)

TL;DR

Vice President, Global Customer Support (AI): Owning the vision, strategy, and execution of global customer support operations with an accent on leveraging artificial intelligence, automation, and emerging technologies to deliver exceptional customer experiences at scale. Focus on deploying conversational AI, intelligent automation, and predictive analytics to transform support operations, achieving industry-leading deflection rates and customer satisfaction while reducing cost.

Location: Remote

Company

hirify.global is a global provider of reporting, analytics, and performance management solutions that empower over 32,000 organizations to make timely and intelligent decisions.

What you will do

• Develop and execute an AI-first support strategy, leveraging automation and intelligent systems.
• Lead deployment and optimization of AI-powered chatbots, virtual agents, and conversational AI platforms.
• Oversee all customer support channels (chat, email, phone, social, self-service) with AI-enhanced workflows and intelligent routing.
• Design AI-enabled support models for a diverse SaaS product portfolio and implement unified knowledge management systems.
• Build, mentor, and lead a high-performing global support organization that embraces AI as a strategic enabler.
• Partner with Product, Engineering, and Data Science teams to integrate AI-derived customer insights into product development.
• Establish and monitor comprehensive KPIs, including AI-specific metrics (deflection rate, containment rate, AI resolution quality), and track AI ROI.

Requirements

• 15+ years of progressive experience in customer support, customer success, or related customer operations.
• 10+ years in senior leadership roles managing large, geographically distributed teams (200+ employees).
• 5+ years of hands-on experience implementing and scaling AI/automation solutions in customer support environments.
• Proven track record deploying conversational AI, chatbots, and intelligent automation at enterprise scale.
• Deep understanding of AI/ML technologies including natural language processing (NLP), large language models, and generative AI.
• Hands-on experience with enterprise AI platforms (Salesforce Einstein, Zendesk AI, Microsoft Copilot, Ada, Intercom) and support technology stacks.

Nice to have

• MBA or relevant advanced degree; technical background in Computer Science, Data Science, or AI/ML strongly preferred.
• Certifications in AI/ML (Google Cloud AI, AWS Machine Learning, Microsoft AI) or relevant platforms.
• LEAN Six Sigma certification with experience applying LEAN to AI-enhanced processes.

Culture & Benefits

• Work in a high-energy, high-performance global team.
• Committed to equal employment opportunity regardless of protected characteristics.
• Proud to be an equal opportunity workplace.
• Background checks are required for employment, where permitted by country, state/province.