Enterprise Customer Support Specialist (AI)

TL;DR

Enterprise Customer Support Specialist (AI): Managing high-tier enterprise client support and troubleshooting complex technical issues with an accent on AI-driven automation and scaling support operations. Focus on building product expertise, designing self-service workflows, and bridging the gap between customer feedback and product development.

Location: Hybrid role requiring presence in San Francisco or New York City

Salary: $110,000 – $130,000

Company

hirify.global is an AI-powered answer engine building accurate and trustworthy tools to power decision-making for organizations worldwide.

What you will do

• Serve as the primary advocate for Enterprise Pro customers, diagnosing complex technical and product issues.
• Scale support efficiency by implementing AI-powered tooling and workflow automations to reduce repetitive tasks.
• Develop and maintain internal runbooks, playbooks, and external help center documentation for enterprise use cases.
• Collaborate closely with Engineering and Product teams to communicate root causes and champion customer feature requests.
• Monitor and report on support KPIs to continuously improve resolution quality and response times.
• Participate in an on-call rotation to ensure global service coverage.

Requirements

• Minimum 3+ years of B2B enterprise customer support experience in fast-paced tech environments.
• Hands-on experience with LLMs and solid grasp of AI fundamentals like tokens, context windows, and latency.
• Strong ability to explain complex concepts such as APIs, SSO/SAML, and cloud integrations to non-technical users.
• Proficiency with support platforms like Zendesk or Intercom and analytical tools like SQL or Looker.
• Exceptional written and spoken English fluency required; proficiency in Spanish, French, or German is a strong plus.
• Strong critical thinking and prioritization skills to manage escalations in ambiguous situations.

Culture & Benefits

• Comprehensive benefits including equity, health, dental, and vision insurance.
• Retirement savings plans and dependent care accounts.
• Opportunity to work at the forefront of applied AI and LLM technology.
• Fast-paced environment that values ownership, curiosity, and product quality.