Senior Customer Support Operations Specialist

TL;DR

Senior Customer Support Operations Specialist (Customer Support Operations): Drive operational excellence in Customer Support by owning reporting, process improvement, and AI automation to turn data into decisions and initiatives into outcomes. Focus on optimizing Intercom AI Agent/Fin, building support workflow improvements with no-code/low-code automation, and improving AI response quality and consistency through analytics and cross-functional delivery.

Location: Remote (Ukraine)

Company

hirify.global is a global B2B SaaS product company providing secure business collaboration tools, including a Virtual Data Room and a board collaboration platform.

What you will do

• Own Customer Support operational excellence through reporting, analytics, process improvement, and AI automation.
• Optimize the Intercom AI agent / Fin setup, including knowledge sources and operational configuration, to improve AI support quality and consistency.
• Maintain support operational dashboards and translate support data into actionable insights for stakeholders.
• Analyze support request patterns to identify top contact drivers, recurring issues, automation opportunities, and customer friction points.
• Design and implement support workflow improvements using no-code/low-code tools (routing logic, triggers, snippets, helpdesk automation).
• Manage the support improvement backlog: prioritize initiatives, track progress, coordinate dependencies, and ensure timely delivery.

Requirements

• Advanced English proficiency (C1 level).
• 3+ years of experience in Customer Support Operations or a similar operational role.
• Hands-on experience with helpdesk tools and support workflows (routing logic, macros/snippets, dashboards, process automation).
• Practical experience with no-code/low-code tools to improve workflows and reduce manual effort.
• Confident use of GenAI tools to accelerate analysis, documentation, process design, and operational tasks.
• Strong analytical skills to translate support data into structured insights, reports, and improvement recommendations.

Nice to have

• Experience with Intercom/Fin or other AI-powered customer support tools.
• Experience owning support improvement initiatives, automation backlog, or operational reporting.
• Basic understanding of AI agent performance metrics (automation rate, response quality, customer effort, contact driver analysis).

Culture & Benefits

• Remote-first flexibility to shape the workday.
• Home workplace budget and resilient office/co-working support for Kyiv-based teammates.
• Individual IT budget for extra equipment and access to top-tier tech and AI-powered tools.
• Learning support via hirify.global Academy, external learning funding, and guidance for a Personal Development Plan.
• Medical insurance and wellness package, including full coverage of mental health sessions for Ukrainian teammates.
• 20 business days of paid time off per year and unlimited health-related time-off.

Hiring process

• Screening call with Talent Acquisition Specialist (45 mins).
• Test task (around 3 hours).
• Competency-based interview with Talent Acquisition Specialist (up to 1.5 hours) and interview with Customer Support Director.