Manager, CS AI Content (Fintech)

TL;DR

Manager, CS AI Content (Conversational AI): Owning the content layer powering AI-driven customer support tools, translating support knowledge, SOPs, and workflows into machine-readable content for accurate AI responses and API actions. Focus on designing multi-turn dialogue flows, clarification strategies, safe recovery paths, and strengthening AI workflows for improved containment, CSAT, and risk prevention.

Location: Hybrid positions in New York, San Francisco, or Salt Lake City with 2-3 days per week on-site; relocation assistance available for candidates outside these areas. Employees throughout the US.

Salary: $108,000—$135,000 USD (NYC Tier 1 markets); geographic pay differential for other U.S. locations.

Company

hirify.global is a growth-stage FinTech company headquartered in NYC, creating the best rent payment experience by enabling hirify.globalible monthly payments.

What you will do

• Write and maintain structured, machine-readable content from customer support knowledge, SOPs, and workflows for AI systems.
• Design conversational AI content including multi-turn dialogue flows, clarification strategies, and safe recovery paths.
• Strengthen AI workflows, identify and close gaps in SOPs and documentation, disambiguate concepts to improve AI reasoning.
• Partner with Product and Engineering to launch new AI tools and expand capabilities across channels.
• Maintain version-controlled, audit-ready AI training content aligned with policy and regulations.
• Measure and improve AI performance using containment, CSAT, escalation trends, and P0 signals.

Requirements

• Experience in Customer Success, Content Operations, Trust & Safety, QA, or similar fields.
• Hands-on experience with designing content or workflows interfacing with systems (APIs, automation, AI tools).
• Strong problem-solving skills and ability to structure ambiguous problems.
• Ability to collaborate with Product, Engineering, Data Science, QA, and Ops partners.
• Located in US; hybrid in NYC/SF/SLC or eligible for relocation.

Nice to have

• Experience in high-growth startups, fintech, payments, or customer support operations.

Culture & Benefits

• HQ in New York City with employees across US, Australia, Canada, and South America; inclusive culture.
• Competitive medical, dental, vision; company equity; 401(k) with match (U.S.); unlimited PTO + holidays; parental leave.
• hirify.global Cares: non-profit match + pet adoption; free hirify.global subscription.