Technical Support Lead (AI)

TL;DR

Technical Support Lead (SaaS/AI): Leading the transformation of technical support by integrating AI-assisted workflows and rebuilding the knowledge base to ensure scalable customer experience. Focus on designing AI-driven ticket deflection systems, optimizing support operating models, and managing a team of specialists.

Location: Onsite in Copenhagen

Company

hirify.global is a SaaS company providing communication and performance management platforms designed to bridge the gap between HQ and frontline workers.

What you will do

• Lead and develop a team of technical support specialists, ensuring performance and growth.
• Design and implement AI-assisted support workflows to drive measurable ticket deflection.
• Rebuild the knowledge base into a structured, self-maintaining system with clear quality standards.
• Improve first-response and resolution times while strengthening customer communication transparency.
• Define and track key support metrics including CSAT, deflection rate, and response times.
• Collaborate with Product, Engineering, and IT to resolve complex issues and improve product experience.

Requirements

• Experience in technical or customer support with leadership or team lead exposure.
• Strong systems mindset for designing and optimizing support processes.
• Proficiency in working with AI, automation, and workflow design.
• Analytical mindset with experience in performance metrics and reporting.
• Outstanding English communication skills, both verbal and written.
• Ability to work from the Copenhagen office (office-first culture).

Nice to have

• Experience with Freshdesk, Confluence, and Jira.
• Background in SaaS or enterprise support environments.
• Prior experience implementing AI or automation in support functions.

Culture & Benefits

• High growth opportunity in an aspiring unicorn business.
• Collaborative office-first culture with a strong focus on team spirit and fun.
• Comprehensive office perks including free barista coffee, soda, and weekly treats.
• Wellness benefits such as massage sessions every second Monday.
• Modern office in Nordhavn with stunning ocean views and excellent metro access.
• Active Culture Club organizing sports, fitness, and various social events.