Customer Support Specialist (AI)

TL;DR

Customer Support Specialist (AI): Managing inbound support requests and troubleshooting technical issues for a high-growth legal AI platform with an accent on customer obsession and precise issue resolution. Focus on scaling support operations, creating product-specific help content, and conducting live troubleshooting sessions.

Location: Must be based in the United States or Canada. Hybrid schedule (Mondays, Wednesdays, Fridays) if living within 50 miles of San Mateo, CA or Provo, UT.

Salary: $64,000 – $86,000

Company

hirify.global is a fast-growing legal AI platform for in-house legal teams, backed by Series B funding and used by over 1,300 companies.

What you will do

• Own inbound customer support requests via Intercom and Front, resolving issues with speed and precision.
• Troubleshoot product and technical issues, escalating to Engineering or Product when needed.
• Write and maintain help center articles, guides, and FAQs.
• Conduct live demos and troubleshooting sessions with customers in real time.
• Partner with Customer Success Managers to flag at-risk accounts and identify recurring pain points.
• Build out internal and external knowledge bases to reduce repeat inquiries.

Requirements

• 1–3 years of experience in customer support, success, or client services at a SaaS or tech company.
• Must be based in the United States or Canada.
• Experience using support tools such as Intercom, Front, Zendesk, or similar platforms.
• Strong written and verbal communication skills to explain technical concepts to non-technical users.
• Comfort conducting live customer-facing calls and demos.

Nice to have

• Experience supporting legal teams or working with legal technology products.
• Familiarity with AI-powered products and how they work at a high level.
• Experience writing help center content or customer-facing documentation.
• Experience working at a high-growth startup.

Culture & Benefits

• Competitive base salary and equity for all full-time roles.
• Exceptional benefits package and commission plans for applicable roles.
• High-performing environment with real ownership and immediate impact.
• Culture rooted in urgency, curiosity, and continuous improvement.