Head of Customer Support (AI)

TL;DR

Head of Customer Support (AI): Leading and scaling the customer support operation for an AI-native CX intelligence platform with an accent on SLA management, AI-driven automation, and team leadership. Focus on designing scalable support workflows, implementing AI tools for ticket deflection, and translating customer trends into product improvements.

Location: Remote (Must be based in Cairo, Egypt)

Company

hirify.global is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously using proprietary NLU capabilities.

What you will do

• Lead, coach, and manage a customer support team delivering service across chat, email, and ticketing while owning SLAs end-to-end.
• Design and refine support workflows, ticket routing, and escalation paths, and maintain a comprehensive knowledge base.
• Deploy and monitor AI tools and support agents to increase ticket deflection and improve interaction quality.
• Collaborate with Product and Engineering to surface bugs and turn support data into actionable product improvements.
• Track and optimize key metrics including CSAT, FRT, FCR, resolution time, and SLA adherence.

Requirements

• 5+ years of experience in customer support within a SaaS environment, with at least 2 years in a leadership role.
• Fluent in Arabic and English, written and spoken (non-negotiable).
• Proficiency with Intercom, Jira, and AI-assisted support platforms.
• Operational mindset with a proven ability to build systems that scale.
• Must be based in Cairo, Egypt.

Nice to have

• Exposure to social media management, CRM, or monitoring tools.

Culture & Benefits

• Direct ownership of a critical business function with significant scope for building and scaling.
• Opportunity to work with cutting-edge proprietary NLU and AI-native technologies.
• A culture rooted in accountability, decisiveness under pressure, and relentless improvement.
• Focus on professional development and team growth rather than just management.

Hiring process

• Screening call with Talent Acquisition.
• Technical interview with the hiring manager.
• Practical task.
• Final interview and offer.