AI Operations Lead (Customer Support)

TL;DR

AI Operations Lead (Customer Support): Overseeing the end-to-end operational health of AI support agents across all business verticals with an accent on automation quality, coverage, and compliance. Focus on bridging data-driven insights with cross-functional execution to ensure a seamless customer experience at scale.

Location: Hybrid in Tallinn, Estonia (requires at least 12 monthly in-office days)

Company

hirify.global is one of the fastest-growing tech companies in Europe and Africa, providing urban mobility services including rides, food delivery, and rentals.

What you will do

• Lead a team of AI Operations Program Managers to maintain high performance and quality standards.
• Analyze weekly performance metrics to translate data signals into prioritized actions for technical and operational teams.
• Manage the operational cadence, including sprint planning and cross-functional synchronization.
• Coordinate the feedback loop between customers, support agents, and business units to drive system improvements.
• Maintain the automation portfolio and reporting infrastructure as the primary source of truth for stakeholders.
• Escalate critical issues and compliance blockers with clear context and proposed solutions.

Requirements

• Strong background in leading operations or program management with a focus on performance improvement.
• Proven experience in people management and coaching teams in high-pressure environments.
• High data literacy with the ability to use metrics for strategic prioritization.
• Fundamental understanding of AI system logic, including classification errors and knowledge gaps.
• Precise communication skills for writing technical briefs and defining operational standards.

Culture & Benefits

• Competitive salary and stock options.
• Wellness perks supporting physical and mental health.
• One-month paid sabbatical after 5 years of tenure.
• Annual company events and regular team gatherings.
• Hybrid work model balancing flexibility with in-person collaboration.