Product Expert (SaaS)

TL;DR

Product Expert (SaaS): Managing partner enquiries and resolving complex product-specific issues for the Found CRM platform with an accent on human-AI collaboration and knowledge base optimization. Focus on bridging the gap between customers and the engineering team by translating real-world friction into product improvements.

Location: Hybrid (Must be based in London, UK); two core office days required

Salary: £30,000 – £35,000 + Equity

Company

hirify.global is building an AI operating system for the social care sector, providing vertical SaaS and marketplace tools to improve care provider efficiency.

What you will do

• Serve as the primary point of contact for partners via live chat and email, ensuring ticket resolution.
• Act as the human escalation point for complex queries that the AI Agent cannot solve.
• Develop and maintain the product knowledge base to improve self-service and AI accuracy.
• Reproduce technical issues and provide well-evidenced bug reports to Product and Engineering teams.
• Track support metrics including response/resolution SLAs and CSAT.
• Onboard and train new care-provider partners to ensure they derive value from the Found platform.

Requirements

• Around 1 year of experience in a customer-facing role (support, ticketing, or high-volume written comms).
• Strong written communication skills (clear, warm, and concise).
• Natural troubleshooting ability and a sense of ownership over problem resolution.
• AI-curious mindset and willingness to work alongside AI agents.
• Must be based in or able to commute to London, UK for hybrid office attendance.

Nice to have

• Experience with helpdesk or CRM tools such as Zendesk, Intercom, HubSpot, or Pylon.
• Previous experience owning and creating product documentation.

Culture & Benefits

• Generous EMI share offering (equity).
• 26 days of holiday plus bank holidays.
• Hybrid work policy with two core office days in London Bridge.
• Mission-driven environment focused on elevating later-life care.
• Opportunity to build and own a support function from the ground up in a fast-growing startup.

Hiring process

• 20-minute remote screening interview with the Talent Acquisition Lead.
• 1-hour remote case study assessment involving pre-work and a presentation.
• Final in-person interviews with the CEO and Head of Customer Success.