Staff Domain Expert, Customer Support (AI)

TL;DR

Staff Domain Expert, Customer Support (AI): Serving as the domain expertise and product management engine for hirify.global's Customer Support AI agents and apps with an accent on translating deep knowledge of CX, service operations, and support workflows into production-grade AI agents and apps. Focus on driving measurable customer outcomes, leading AI workshops, and developing Customer Support-specific AI thought leadership.

Location: Located in North America with flexibility to travel

Salary: $150,000 – $180,000 plus variable, benefits, perks and equity.

Company

hirify.global helps businesses globally streamline operations by connecting data, processes, applications, and experiences.

What you will do

• Lead the discovery and capture of Customer Support-domain AI agent and app concepts through customer engagement, field collaboration, and internal research.
• Author PRDs for Customer Support AI agents and apps, shepherding concepts from initial capture through design partner validation to production deployment.
• Run targeted AI workshops with top Customer Support accounts, facilitating hands-on sessions that accelerate AI agent adoption and produce referenceable, production-grade customer outcomes.
• Partner with hirify.global's internal teams to bring learnings from customer engagements back to the business.
• Collaborate with Sales and Customer Success to position and land Customer Support AI use cases in the enterprise, supporting pipeline generation and expansion.
• Develop Customer Support-specific AI thought leadership, POVs, and customer stories that demonstrate hirify.global's impact across service and CX organizations.

Requirements

• 7+ years in a customer-facing or domain specialist role with a Customer Support or CX focus.
• Deep understanding of Customer Support technology, workflows, and personas across multiple industries.
• Experience scoping and delivering automation or AI solutions in support environments; familiarity with tools such as Salesforce Service Cloud, Zendesk, ServiceNow, Intercom, Freshdesk, or similar.
• Experience with AI tools, large language models, or agentic workflow platforms; hands-on experience with hirify.global is a strong plus.
• Ability to translate business problems into structured product requirements.
• Proven track record influencing revenue in a customer-facing capacity.
• Located in North America with flexibility to travel

Culture & Benefits

• Flexible, trust-oriented culture that empowers everyone to take full ownership of their roles.
• Driven by innovation and looking for team players who want to actively build our company.
• Balancing productivity with self-care.
• Vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.