AI Agent Operations Specialist

Location: Remote U.S.; must be authorized to work in the U.S. without current or future employer sponsorship.

Salary: $129K–$152K base pay, plus equity and benefits.

Company

hirify.global provides a trust management platform that helps businesses continuously monitor, improve, and prove their security and compliance.

What you will do

• Own Ask-Ilma, hirify.global's customer-facing AI support agent built on Fin by Intercom.
• Review conversations, identify incorrect answers and self-service gaps, and prioritize improvements based on customer impact, volume, and risk.
• Configure guidance, content, workflows, guardrails, clarifying questions, and escalation rules in Fin.
• Own the knowledge base, establish topic ownership and review cadences, and turn support answers into reusable AI-ready content.
• Improve the agent's tone, handoffs, routing, and context transfer while investigating low CSAT and dead-end experiences.
• Partner with Product, Engineering, and Customer Education to prepare Fin for feature launches and evaluate new capabilities.

Requirements

• 3+ years of technical support experience at a B2B SaaS company, including troubleshooting complex customer issues.
• Hands-on experience using or administering AI-powered support tools.
• Strong structured writing skills for creating clear knowledge usable by both people and AI.
• Ability to interpret performance data, identify trends, and make data-driven prioritization decisions.
• Systems thinking and sound judgment about when customers need human support.
• U.S. work authorization without current or future employer sponsorship is required.

Nice to have

• Experience administering Intercom and Fin, including guidance, snippets, Procedures, or AI Insights.
• Background in knowledge management, content design, or conversational interface writing.
• Experience leading a support tool rollout or migration.
• Exposure to security, compliance, or GRC concepts.

Culture & Benefits

• Remote work with workspace, internet, and cellphone stipends.
• Medical, dental, and vision coverage, with employee-only medical premiums covered for most plans.
• Equity, matching 401(k) contributions with immediate vesting, flexible PTO, and 80 hours of sick time.
• 16 weeks of paid parental leave, family planning benefits, and a health and wellness stipend.
• Virtual team-building activities, lunch and learns, company-wide events, and 11 paid holidays.