Director Enterprise Customer Service (AI)

TL;DR

Director Enterprise Customer Service (Customer Support/AI): Leading the transformation of the Customer Service organization into an AI-first proactive service model (GCS 2.0) with an accent on rebuilding management layers and improving customer relationships. Focus on executing the operational shift, managing executive escalations, and integrating AI into the service delivery engine.

Location: Onsite in Atlanta, GA, USA. US citizenship is mandatory.

Salary: $148,000 – $197,000 per year

Company

hirify.global is an enterprise software company focused on unified endpoint management and digital employee experience.

What you will do

• Lead the transition to the AI-first GCS 2.0 operating model and integrate AI into service workflows.
• Rebuild management layers and upskill technical teams to improve service quality.
• Manage executive customer relationships and handle high-level escalations.
• Drive business outcomes with a P&L mindset and full accountability for the service budget.
• Collaborate with engineering and sales to optimize the L3 support engine (WS1).

Requirements

• 10+ years of experience in technical customer service leadership.
• Proven track record of leading multi-region transformations and rebuilding management structures.
• US citizenship is mandatory.
• Technical fluency in AI and modern service delivery models.
• Willingness to travel up to 30%.

Nice to have

• Experience with two-in-the-box leadership models.
• Background in Enterprise SaaS or federal customer service.
• Experience with partner-led delivery and governance.

Culture & Benefits

• Competitive base salary and eligibility for a corporate bonus program.
• 401k with matching contributions and comprehensive health insurance.
• Employee ownership opportunities and disability insurance.
• Paid-time off and structured growth opportunities within the senior leadership team.