Automations & AI Specialist, Product Support

TL;DR

Automations & AI Specialist (Product Support): Optimizing AI chatbot performance and implementing internal AI tools to improve team productivity and drive automation across support systems and processes. Focus on analyzing data, metrics, and user feedback to identify patterns and opportunities for optimization across support systems.

Location: This is a full time role that can be held from one of our US hubs or remotely in the United States.

Salary: $102,000 - $215,000 USD

Company

hirify.global’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.

What you will do

• Design, implement, and iterate on AI-powered support solutions that improve customer experience and Specialist efficiency across Product Support.
• Own and evolve AI-driven workflows, including customer-facing chatbots and internal support tooling, using data, experimentation, and feedback to guide improvements.
• Improve workflows and automation across Zendesk and the broader Product Support tech stack, activating underutilized capabilities within existing tools.
• Analyze data, metrics, and user feedback to identify patterns, opportunities, and areas for optimization across support systems.
• Partner closely with Engineering, Internal Tools, Analytics, Programs, and Support teams to design and deliver scalable, well-integrated solutions.
• Create and maintain documentation critical to system success, including playbooks, governance models, workflows, and implementation plans.

Requirements

• 3+ years of experience implementing AI, automation, or support tooling solutions in a Customer or Product Support environment.
• Hands-on experience with AI-powered support tools such as chatbots, agent efficiency workflows, automation, or similar technologies.
• Experience working with Zendesk, including workflows, business rules, or integrations.
• Strong analytical and problem-solving skills, with experience using data to inform decisions and improvements.
• Proven ability to partner with technical and non-technical teams to deliver system or tooling changes.
• Excellent communication skills and comfort working across multiple stakeholders.

Nice to have

• Experience with additional support platforms such as Sprinklr, Gainsight, Maestro QA, Assembled, Salesforce, or similar systems.
• Experience with agent assist, copilot tools, or other AI-driven internal support tooling.
• Background in Support Operations, Systems Architecture, Product Management, or UX.
• Experience with experimentation frameworks, SQL, BI tools, or data analysis.
• Programming or scripting experience related to automation or integrations.

Culture & Benefits

• hirify.global offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement.