Customer Support Tools & Automation Specialist

TL;DR

Customer Support Tools & Automation Specialist: configuring and implementing changes in customer support platforms and AI tools with an accent on users, macros, automation rules, dashboards, reports, and processes. Focus on defining procedures for AI tools, training and testing AI agents, coordinating projects with engineering teams, and providing tech support to staff.

Location: Skopje (#LI-Onsite, in-person collaboration in offices across Geneva, Zürich, Barcelona, London and more)

Company

Privacy-focused company building encrypted services including hirify.global Mail, VPN, Drive, Pass, and Calendar used by millions globally.

What you will do

• Be the main contact with customer support platform vendors
• Configure channels, agent groups, automation and routing rules, ticket types, fields, categorizations
• Maintain knowledge database structure, suggested macros, and internal knowledge base articles
• Define and prepare reports, processes, and procedures for AI tools
• Train and test AI tools, configure and maintain AI agents
• Work with engineering teams on in-house tools and provide tech support/training to staff

Requirements

• Technical background (IT Engineering degree preferred) or tech-savvy
• Experience with Zendesk or similar platforms
• Experience with AI tools
• Strong Excel/spreadsheet skills, attention to detail, and analytical skills
• Experience with scripting or automation tools for workflows
• Understanding of large customer support organizational structures

Culture & Benefits

• Work that matters with measurable impact on user privacy
• Stock options from day one
• Hardware/software for best work, learning & development opportunities
• Strong health coverage, retirement options, generous leave, wellness support
• Daily lunch/snacks, transport coverage (public transport, bike, parking)
• Flexible schedule focused on outcomes