Customer Success Operations Associate (AI)

TL;DR

Customer Success Operations Associate (AI): Managing product fluency and customer-centric QA to improve the user experience of an AI workforce development platform with an accent on issue triage and professional services support. Focus on bridging the gap between customer usage and product development by documenting friction and coordinating with Build and Product teams.

Location: Remote (Must be based in the US or Canada). Hybrid option available for candidates in Toronto.

Salary: USD $90,000 – $120,000 (NY) / CAD $105,000 – $135,000 (Toronto)

Company

hirify.global is an AI-powered platform dedicated to workforce development, helping people overcome barriers to employment and resolving economic inequality.

What you will do

• Become the internal product expert, testing workflows and identifying bugs or friction from a real-world user perspective.
• Act as the Voice of the Customer, bringing real usage context into internal discussions to ground product decisions.
• Own the triage process by creating reproducible bug reports and routing them with priority to the engineering team.
• Support customer implementation through workflow guidance, training preparation, and lightweight troubleshooting.
• Develop scalable resources including FAQs, guides, and templates to reduce repetitive support requests.
• Collaborate across Customer Success, Product, and Build teams to ensure feedback and implementation learnings are actioned.

Requirements

• Experience in Customer Success, Professional Services, Product Operations, or QA within a SaaS company.
• Must be based in the US or Canada.
• Proven QA mindset with the ability to reproduce and document technical issues cleanly.
• Strong technical literacy to collaborate with engineers and product managers and reason about feature integration.
• High agency and strong written communication skills.
• Ability to travel up to once per quarter for team offsites.

Nice to have

• Exposure to workforce development, government, or mission-driven SaaS.
• Familiarity with structured QA or bug-tracking tools and workflows.
• Comfort writing lightweight scripts or queries to investigate product issues.

Culture & Benefits

• High-intensity, high-trust environment focused on meaningful societal impact.
• Remote-first work culture with hybrid office options in Toronto.
• Regular team gatherings and offsites to maintain connection.
• Commitment to diversity, equity, and inclusive hiring practices.

Hiring process

• Multi-stage interview process including an initial screen, hiring manager interview, and a panel interview.
• Includes a performance challenge to assess practical fit.
• Total process generally takes around 6 weeks.