Customer Support & AI Process Specialist (AI)

TL;DR

Customer Support & AI Process Specialist (SaaS/AI): Managing technical customer support and optimizing support workflows through AI automation with an accent on chatbot fine-tuning and process efficiency. Focus on reducing manual work by integrating AI tools and translating user feedback into product improvements.

Location: Hybrid (Bratislava, Slovakia)

Company

hirify.global is a global product company based in Slovakia providing software solutions for small business owners worldwide.

What you will do

• Handle customer inquiries and solve issues via chat and email in English.
• Analyze technical logs to identify bugs and coordinate with developers and QA teams.
• Automate support processes and integrate AI tools to reduce manual effort.
• Fine-tune the Intercom chatbot to ensure accurate and human-like communication.
• Maintain and update the internal and external knowledge base and FAQs.
• Act as the voice of the customer by collecting and synthesizing user feedback for the product team.

Requirements

• Experience in customer support, preferably within IT, SaaS, or digital products.
• English: minimum B2 level (written and spoken).
• Ability to handle technical contexts, including logs, bugs, and ticketing systems.
• Proficiency with tools such as Intercom, Jira, or Trello.
• Experience with AI, automation, and process improvement.
• Must be based in or able to work in a hybrid format in Bratislava, Slovakia.

Culture & Benefits

• Stable employment with a successful global product team.
• Hybrid work arrangement with the option to work partly from home.
• Hardware allowance and educational support via Udemy and Blinkist.
• Health and wellness perks including a Multisport card and monthly therapy sessions via Hedepy.
• Modern office environment with a game room, silent room, and relax zone.
• Regular team-building activities.