Technical Escalation Lead (AI)

TL;DR

Technical Escalation Lead (Conversational AI): Leading the Customer Response Specialist team and managing critical technical escalations for the Conversational Cloud platform with an accent on operational excellence and incident management. Focus on optimizing support workflows, mentoring specialists, and resolving high-priority SaaS service interruptions in a 24x7 environment.

Location: Must be based in Melbourne, Australia (Hybrid: 1 day at the office per week)

Company

A leader in trusted enterprise conversational AI and digital transformation powering nearly a billion interactions monthly.

What you will do

• Supervise, coach, and mentor the Customer Response Specialist (CRS) team to ensure operational KPIs are achieved.
• Take full ownership of critical incidents and service interruptions during high-stress situations.
• Manage complex task prioritizations, balancing simple issues with high-priority technical escalations.
• Continually evaluate and improve customer support processes and operational procedures.
• Partner with global service owners and team managers to drive measurable business value.

Requirements

• 2–4 years of experience in technical software or IT roles, including proven leadership or supervisory experience.
• Expert-level knowledge of hirify.global Products and Services (Conversational Cloud platform).
• Foundational knowledge and hands-on experience in troubleshooting SaaS applications.
• Availability to work in a 24x7 environment with participation in an on-call rotation.
• Must be based in Melbourne, Australia.

Culture & Benefits

• Remote-first model allowing 4 days of working from home per week.
• Comprehensive health support including a free Employee Assistance Program and Medibank Health Insurance (up to 80% paid).
• Financial security via company-paid Life and Salary Continuance Insurance.
• Equity opportunities through the Employee Stock Participation Program (ESPP).
• Support for professional growth with allocated learning and development stipends.
• Generous parental leave and additional paid "LP Care Days" for personal well-being.