AI Integration Specialist (Customer Support)

TL;DR

AI Integration Specialist (Customer Support): Designing and implementing AI-driven automation and workflow optimization strategies for customer support operations with an accent on NLP-powered tools, chatbots, and ticket classification. Focus on conducting discovery audits, evaluating support platforms, and creating scalable AI readiness roadmaps to improve operational efficiency.

Location: Remote (Must be based in Lithuania)

Company

hirify.global is an international Intelligent Support-as-a-Service company providing BPO services and developing AI-driven customer experience products like Quidget.

What you will do

• Conduct discovery and audit sessions to assess client operations, ticketing workflows, and KPIs such as CSAT, FCR, and AHT.
• Analyze support workflows and ticket patterns to identify high-impact automation opportunities and bottlenecks.
• Evaluate existing platforms like Zendesk, Freshdesk, and Intercom to assess AI feature maturity.
• Design scalable workflow strategies and recommend AI solutions including chatbots and NLP-driven triage systems.
• Develop AI readiness assessments and phased implementation roadmaps for clients.
• Translate technical insights into actionable recommendations for both technical and non-technical stakeholders.

Requirements

• English: Fluent (C1+) required
• Location: Must be based in Lithuania
• 1+ year of professional experience in AI-driven customer support automation.
• Strong understanding of support operations, ticketing workflows, and KPIs.
• Hands-on experience with Zendesk, Freshdesk, or Intercom automation features.
• Solid knowledge of AI applications such as NLP, chatbots, and agent assist tools.

Nice to have

• Basic technical understanding of APIs, integrations, and support system architecture.

Culture & Benefits

• Opportunity for fully remote cooperation.
• Compensation provided in USD.
• Inclusive international environment with a culture built on trust and no time-tracking.
• Work during standard business hours with a healthy balance between workload and personal time.
• Supportive leadership and a growth-oriented environment for self-development.