Supervisor, Customer Support (AI)

TL;DR

Supervisor, Customer Support (AI): Managing global customer support operations and vendor performance with an accent on AI integration, automation, and data-driven quality assurance. Focus on scaling support efficiency, optimizing virtual agent flows, and ensuring consistent service quality across multilingual channels.

Location: Must be based in or able to work from Irvine, CA or San Jose, CA

Salary: $61,200–$81,600

Company

hirify.global is a global leader in data storage technology, powering innovation for business, creative professionals, and consumers worldwide.

What you will do

• Manage daily call center operations and workforce planning across multiple regions and 10+ languages.
• Partner with third-party vendors to drive KPIs related to quality, customer satisfaction, and efficiency.
• Define and operationalize the AI roadmap, including virtual agents, agent assist tools, and intelligent routing.
• Conduct quality audits and leverage speech/text analytics to improve support consistency.
• Facilitate new product launches and social support programs, ensuring teams and bots are fully prepared.
• Support direct customer engagement for escalations and drive timely, empathetic resolutions.

Requirements

• Bachelor’s degree or equivalent experience in managing customer service operations.
• Proven track record in running training and quality programs across internal and outsourced teams.
• Practical familiarity with AI in support, including conversational AI, sentiment analysis, and auto-summarization.
• Working knowledge of CRM and CCaaS platforms and MS Office.
• Strong communication skills with the ability to influence cross-functionally.
• Must be authorized to work in the United States.

Nice to have

• Experience with Salesforce, Zendesk, Genesys, or Amazon Connect.
• Background in consumer electronics support.
• Experience with Responsible AI practices and data privacy standards.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) savings plan with company contribution.
• Paid vacation and sick leave.
• Tuition reimbursement and employee stock purchase plan.
• Inclusive environment focused on diversity and professional growth.