Specialist, AI Workflow & Experience (AI)

TL;DR

AI Workflow & Experience Specialist (AI/CX): Implementing and optimizing AI-powered support journeys to improve customer outcomes and operational efficiency with an accent on workflow configuration and prompt guidelines. Focus on building AI-to-human handoffs, resolving chat support gaps, and utilizing performance data for continuous optimization.

Location: Hybrid in London, UK

Company

hirify.global is a leading social networking platform focused on creating safe and empowering connections.

What you will do

• Build and update AI workflows based on defined requirements and playbooks.
• Configure intents, routing, and API-driven logic to streamline customer journeys.
• Apply tone, voice, and prompt guidelines to ensure consistent AI interactions.
• Monitor workflow performance and execute updates based on QA feedback and data.
• Collaborate with Support Operations and Knowledge teams to implement feature changes.
• Troubleshoot and resolve routing errors or incorrect AI responses.

Requirements

• 1–3 years of experience in Customer Support Operations, QA, or CX tooling.
• Hands-on experience with Zendesk or similar support platforms.
• Proven experience working with workflows, automations, or structured processes.
• Ability to review data and identify trends or issues.
• Must be based in London, UK for hybrid work.

Nice to have

• Exposure to AI support tools like Sierra or Forethought.
• Basic familiarity with APIs and structured data (JSON).
• Experience with low-code/no-code workflow maintenance.
• Knowledge of A/B testing or scenario-based testing.

Culture & Benefits

• Private Medical and Dental Insurance.
• Mental health support and Babylon Health app access.
• Unlimited PTO and enhanced parental leave.
• Double matched pension contributions up to 6%.
• Subsidised gym membership and Premium App Access.