Technical Customer Care Expert (AI)

TL;DR

Technical Customer Care Expert (AI): Handling frontline customer inquiries and triaging issues for an AI platform with an accent on providing exceptional service and contributing to support operations in the APAC region. Focus on building and updating knowledge base articles, optimizing support workflows, and ensuring customer satisfaction.

Location: Hybrid, must be based in Singapore

Company

hirify.global is a dynamic, collaborative team passionate about AI, democratizing high-performance, optimized, open-source and cutting-edge models, products and solutions.

What you will do

• Handle frontline customer inquiries via Intercom, including account setup, billing questions, product guidance, and basic troubleshooting.
• Efficiently categorize, prioritize, and escalate issues to L2/L3 support or relevant teams.
• Contribute to building and updating FAQs, help center articles, and self-service resources.
• Provide clear, friendly, and proactive customer communication, ensuring timely follow-ups and resolution.
• Identify common customer pain points and suggest improvements to streamline support workflows.
• Maintain a customer-centric approach, ensuring a positive experience for all users.

Requirements

• Bachelor’s degree or equivalent in Business, Communications, or a related field.
• Previous experience in customer support, helpdesk, or service roles.
• Strong written and verbal communication skills in English.
• Proficiency in customer support platforms (e.g., Intercom, Zendesk).
• Excellent problem-solving skills and a customer-first mindset.
• Ability to work collaboratively in a fast-paced, distributed team environment.

Nice to have

• Technical support experience.
• Familiarity with tech products and basic troubleshooting.
• Additional languages.

Culture & Benefits

• Ability to shape the exciting journey of AI and be part of the very early days of one of the hottest AI companies.
• Fun, dynamic, multicultural team and collaborative work environment.
• Competitive salary and bonus structure.
• Comprehensive benefits package.
• Opportunities for professional growth and development.