Customer Support Specialist (AI)

TL;DR

Customer Support Specialist (AI/SaaS): Managing enterprise customer inquiries and optimizing support workflows for an AI-powered supply chain intelligence platform with an accent on ticket resolution, user management, and AI bot training. Focus on building support processes, improving the AI knowledge base, and ensuring high-quality communication with senior stakeholders.

Location: Vienna, Austria (Hybrid / options for working from home)

Salary: from €36,000 gross per year

Company

hirify.global is a Vienna-based scaleup building an AI-powered supply chain intelligence platform used by over 200 global enterprises to manage risk and compliance.

What you will do

• Respond to inbound support cases via Intercom, resolving user errors and performing platform actions like user management and supplier uploads.
• Route complex requests to the appropriate specialist teams with full context.
• Own and track the case queue to ensure no tickets are dropped and blockers are flagged early.
• Convert common customer patterns into Help Center articles and internal documentation.
• Train, test, and improve the AI support bot to increase automated resolution rates.
• Help define triage logic, conversation scoring, and support playbooks as the function grows.

Requirements

• 1-4 years of experience in a customer-facing role (e.g., customer support).
• Strong written and verbal communication in English.
• Organized and reliable approach to managing a high-volume case queue.
• Customer-first mindset focused on thorough problem resolution rather than just ticket processing.
• Curiosity and ability to learn new software tools, AI platforms, and workflows quickly.

Nice to have

• Familiarity with Intercom or similar support platforms.
• Experience with enterprise customers or complex B2B SaaS product environments.
• Experience with structured triage or ticket routing in multi-team setups.
• Additional languages, especially German.

Culture & Benefits

• Inclusive and supportive work environment that celebrates diversity.
• Flexible work-life balance with options for working from home.
• Additional vacation day for your birthday.
• Office perks including free snacks, fresh fruits, and engaging team events.
• Comprehensive health and wellness initiatives, including a workplace psychologist and sports partnerships.
• Freedom to choose your preferred operating system (Windows, MacOS, or Linux).