Customer Operations Associate (AI)

TL;DR

Customer Operations Associate (AI): Maintaining and improving the technology powering customer support with an accent on AI workflows and Intercom optimization. Focus on building automated support journeys, performing QA on AI conversations, and collaborating with product teams to enhance customer experience.

Location: Hybrid (Brighton, UK)

Company

hirify.global is the world's largest platform for buying, selling, and trading used photography and videography equipment.

What you will do

• Configure and optimize Intercom inboxes, workflows, and automation rules.
• Build, test, and improve AI-powered customer experiences and automated support journeys.
• Perform quality assurance on AI conversations to improve accuracy and outcomes.
• Collaborate with Product, Engineering, and Data teams on new features and initiatives.
• Analyze customer support data to identify trends and process improvement opportunities.
• Maintain documentation for operational processes and system workflows.

Requirements

• Experience in customer service or customer support roles.
• Strong working knowledge of Intercom or similar support platforms.
• Interest in AI, automation, and operational technology.
• Strong analytical skills and attention to detail.
• Collaborative approach and ability to work with cross-functional teams.
• Must be based in or able to work in Brighton, UK (Hybrid)

Nice to have

• Experience with QA or feedback processes.
• Exposure to chatbot platforms or workflow design.
• Familiarity with Tableau or other data visualization tools.
• Experience in system or process improvement projects.

Culture & Benefits

• 25 days annual leave plus bank holidays and one wellbeing day.
• Private healthcare and 5% employer contributory pension scheme.
• Access to an EAP and a range of employee discounts.
• Dog-friendly workplace and a buzzing social calendar.
• Upskilling opportunities via the 'Learning Lab' management system.
• Two volunteer days per year for charity.