Head of Support (AI)

TL;DR

Head of Support (AI): Building a scalable, high-quality support experience across Enterprise and consumer customers with an accent on AI-driven tooling and focused operating models. Focus on designing feedback loops, automating triage, and scaling support efficiency without linear headcount growth.

Location: Hybrid in San Francisco or New York City

Compensation: $200K – $275K + Equity

Company

hirify.global is an AI-powered search and information discovery engine.

What you will do

• Lead the global support function for both Enterprise and consumer segments.
• Build a unified operating model covering queues, SLAs, QA, and performance reporting.
• Own the support AI stack, including bot agents, AI-assisted triage, and knowledge retrieval.
• Coach and develop a distributed team focused on technical judgment and customer empathy.
• Collaborate with Product and Engineering to translate customer pain points into product improvements.
• Manage high-priority escalations for complex or ambiguous customer issues.

Requirements

• Must be based in the US (salary ranges apply to U.S.-based positions).
• 8+ years of experience in customer support, technical support, or CX at a fast-growing tech company.
• 4+ years of management experience leading distributed teams or technical specialists.
• Proven track record of building support processes and knowledge systems from an early/scaling stage.
• Strong technical fluency and comfort working with Engineering on bugs and admin workflows.
• Experience leveraging AI and automation to improve support efficiency.

Culture & Benefits

• Comprehensive U.S. benefits including health, dental, and vision insurance.
• Equity ownership in the company.
• Retirement, fitness, commuter, and dependent care accounts.
• Tailored benefits programs for employees outside the U.S.