Support Operations & Knowledge Lead (SaaS)

TL;DR

Support Operations & Knowledge Lead (SaaS): Managing the help center and support knowledge base while bridging the gap between customers and engineering with an accent on scaling knowledge systems for international and B2B growth. Focus on implementing AI-powered automations in Intercom and optimizing bug triage and escalation processes.

Location: Must be a full-time employee in the US (Remote / Chicago, IL)

Salary: $70,000 - $85,000 USD per year

Company

hirify.global is the world's leading prayer app, combining spiritual beauty with world-class product execution to help people grow closer to God.

What you will do

• Own and maintain the Help Center and support knowledge base to scale international and B2B operations.
• Identify user confusion trends and proactively close gaps through documentation and process improvements.
• Serve as the primary intake and triage point for bugs, validating and prioritizing issues before escalating to Product and Engineering.
• Design and implement AI-powered automations in Intercom to enhance support operations infrastructure.
• Act as a liaison between non-engineering staff and Engineering, translating customer impact into actionable technical language.
• Collaborate with cross-functional teams to communicate feature releases and product updates.

Requirements

• Must be based in the United States.
• Strong systems thinking and communication skills.
• Technical comfort and experience acting as a bridge between customers and engineers.
• Ability to work self-directed and collaboratively in a fast-paced startup environment.
• Proven judgment and ownership of deliverables.

Culture & Benefits

• Competitive market rates for cash, equity, and benefits.
• Unlimited PTO and fully paid parental leave.
• Top-tier insurance and 401(k) match.
• Stipends for spiritual development, health & wellness, home-office, and learning.
• Remote-flexible work environment.