Customer Experience Manager (AI)

TL;DR

Customer Experience Manager (AI): Building and leading the support function from the ground up for a next-generation AI voice agent product with an accent on scalable systems and customer empathy. Focus on designing support playbooks, implementing KPIs, and partnering with engineering and product teams to drive product improvements.

Location: San Francisco

Salary: $125,000 - $240,000

Company

hirify.global is designing a new kind of computer focused on making AI voice agents a natural part of daily human collaboration.

What you will do

• Lead customer support for both hardware and software to deliver outstanding user experiences.
• Build a scalable support vision, defining KPIs and tooling for the AI era.
• Recruit, grow, and mentor a team of support specialists rooted in customer empathy.
• Develop support processes and documentation for software subscriptions and physical product returns.
• Collaborate with marketing to build a modern, accessible help center across platforms.
• Partner with engineering, product, and QA teams to surface customer insights and prioritize product fixes.

Requirements

• 5+ years of customer support experience, including 2+ years in a lead or management role.
• Must be based in San Francisco.
• Proficiency with support tools and ticketing systems like Zendesk or Intercom.
• Experience supporting consumer software products and building knowledge bases.
• Proven ability to build support processes from scratch while remaining hands-on with customers.
• Experience working with outsourced support vendors.

Nice to have

• Experience supporting consumer hardware products, including warranty and repair workflows.
• Experience supporting products on iOS and Android.
• Expertise in support analytics, reporting, and KPI development.

Culture & Benefits

• 100% employer-paid health, vision, and dental benefits for employees and dependents.
• 401(k) with a maximum employer match of 3.5%.
• Unlimited PTO and sick time.
• Flexible spending account (FSA) with employer matching up to $1,650/year.
• Competitive stock options to share in company success.