Support Operations Manager (AI)

TL;DR

Support Operations Manager (AI): Designing and executing the AI and automation strategy for the support platform with an accent on AI agent configuration and workflow optimization. Focus on increasing deflection rates, optimizing the Intercom tech stack, and integrating support tools with CRMs.

Location: Remote (United States)

Salary: $138,000 - $199,000 USD

Company

hirify.global is a leading AI-native go-to-market solution for revenue teams, providing verified contact data and engagement tools for millions of users globally.

What you will do

• Own the end-to-end performance and configuration of Intercom Fin AI to maximize the AI deflection rate.
• Identify and implement automation opportunities across the customer journey, including intelligent routing and workflow automation.
• Manage the support tech stack architecture, owning platform enhancements and integrations with Salesforce, Zapier, and Zendesk KB.
• Analyze user behavior and support performance metrics to identify high-friction paths and lead CX redesign initiatives.
• Collaborate with Product and Engineering teams to synchronize proactive support efforts with product launches and feedback loops.

Requirements

• 5+ years of experience in Support Operations, GTM Ops, or Revenue Operations.
• 3+ years of hands-on experience managing a support tech stack (Intercom experience is a plus).
• Proven track record of building and optimizing AI chatbots or automated customer interaction flows.
• Experience integrating support tools with CRMs, quality assurance tools, and knowledge base systems.
• Must be based in the United States.

Nice to have

• Experience with automation tools such as Zapier or N8N.

Culture & Benefits

• AI-native environment with a culture of extreme ownership and continuous improvement.
• Comprehensive health package including medical, dental, vision, and FSA/HSA.
• Financial benefits such as a 401(k) plan, equity, and company bonuses.
• Flexible time off, flex PTO, and at least 10 paid holidays per year.
• Employee assistance program, wellbeing benefits, and global travel coverage.