Director, Customer Experience (AI)

TL;DR

Director, Customer Experience (AI): Leading the AI-powered transformation of hirify.global's global user support system with an accent on AI-first support models, intelligent tooling, and data-driven strategies. Focus on building world-class support systems, optimizing the end-to-end user experience, and scaling operational efficiency across global teams.

Location: Must reside in or be willing to relocate to the San Francisco Bay Area

Salary: $224,000 – $252,000 + equity + benefits

Company

Multiplatform communication service used by over 200 million people, primarily gamers, to talk and hang out.

What you will do

• Define and drive a CX transformation strategy using AI, intelligent tooling, and data insights for global scale.
• Lead and inspire a global team of in-house CX specialists, fostering a culture of ownership and care.
• Own the end-to-end user support experience across all channels to improve quality and efficiency.
• Implement AI-first support models, including intelligent triage, AI agents, and proactive deflection.
• Collaborate with Product, Engineering, and Data teams to reduce contact volume and improve UX.
• Establish and defend key KPIs to translate data into executable operational strategies.

Requirements

• 10+ years in customer support/experience, with 5+ years leading large-scale global organizations at major tech companies.
• Proven track record of CX transformation and implementing AI-powered support at scale.
• Deep fluency in modern support stacks and AI-powered support models.
• Exceptional people leadership skills with experience developing other leaders.
• Strong analytical fluency to diagnose issues and translate insights into strategy.
• Must reside in or be willing to relocate to the San Francisco Bay Area.

Nice to have

• Hands-on experience scaling AI support agents or conversational AI platforms.
• Deep familiarity with Zendesk or similar enterprise CX platforms at scale.
• Background in Trust & Safety or policy-sensitive user issue support.
• Experience managing global vendor or BPO relationships.

Culture & Benefits

• Relocation assistance may be available for those moving to the Bay Area.
• Equity and comprehensive benefits package included.
• Inclusive work environment with reasonable accommodations during the interview process.
• Mission-driven culture focused on the future of gaming and community connectivity.