VP Customer Support (AI & Automation)

TL;DR

VP Customer Support (AI & Automation): Building a scalable, world-class Customer Support organization with an accent on automation, LLMs, and proactive tech to solve problems before human intervention. Focus on decoupling headcount growth from revenue growth, architecting the AI stack for support, and transforming Support from a cost center into a strategic technology asset.

Location: Eindhoven HQ (4-5 days a week in office)

Salary: Competitive salary + meaningful equity package.

Company

hirify.global is a rapidly growing B2B SaaS company that helps over 30,000 European customers with logistics and shipping.

What you will do

• Lead the "Uncoupling" strategy to double ARR without linearly scaling support headcount.
• Architect and implement next-gen AI support tools, including custom LLM agents.
• Collaborate directly with Product and Engineering to build a "self-serving" platform.
• Utilize structured data from support conversations to identify and eliminate root causes of customer contact.
• Upskill the human team to handle high-value, complex issues by automating mundane tasks.
• Overhaul the Help Center, API documentation, and in-app onboarding to ensure instant self-service.

Requirements

• Track record of implementing AI/Automation in a Customer Support environment (e.g., reducing ticket volume by 30%+ through tech).
• Experience leading Customer Support in a high-growth B2B SaaS environment where efficiency was a primary focus.
• Strong analytical rigor, managing by metrics such as Deflection Rate, FRT, TTS, and Cost to Serve.
• Product mindset, understanding how improving UX can reduce ticket volume.
• Proven ability to lead a human team through a transition to AI, reassuring and upskilling staff.

Culture & Benefits

• Budget and freedom to experiment with the latest AI tech in a real-world, high-volume environment.
• Direct responsibility for the company's unit economics and profitability.
• Competitive salary and a meaningful equity package.
• Annual €2,000 study budget, perfect for AI/Tech courses.
• 28 holidays per year plus a "hirify.global Sabbatical" (4 weeks paid leave) after 3 years.
• Vibrant HQ in Eindhoven with a gym, catered lunch every Monday, and a hirify.global bar.