Customer Experience, AI & Data Manager Lead

TL;DR

Customer Experience, AI & Data Manager Lead (AI & Data): Shape customer experience by turning customer feedback and operational data into business improvements with an accent on AI-powered support automation, Voice of the Customer insights, and performance optimization of Forethought AI. Focus on building dashboards, improving self-service and reducing customer friction, and leading White Glove VIP Support for high-value customers.

Company

hirify.global builds a platform that connects Web3 with traditional financial services to deliver seamless crypto access.

What you will do

• Own the Voice of the Customer programme and convert customer insights into business improvements.
• Identify customer pain points using support data, feedback, CSAT, and operational metrics.
• Drive initiatives to reduce customer contacts via product improvements, automation, and self-service.
• Own the performance and optimization of Forethought AI to improve automation and customer experience.
• Build dashboards and deliver actionable insights on customer satisfaction, support performance, and AI effectiveness.
• Own the Help Centre and internal knowledge base; lead the White Glove VIP Support Programme and manage the VIP Relationship Specialist.

Requirements

• 3+ years of experience in Customer Experience, Customer Operations, Service Improvement, or Customer Support Analytics.
• Experience with Zendesk or similar customer support platforms.
• Experience working with AI-powered support tools such as Forethought or similar solutions.
• Strong analytical skills and experience with BI tools such as Metabase, Looker, Tableau, or similar.
• Experience building dashboards and presenting insights to stakeholders.
• Strong stakeholder management and cross-functional collaboration skills.

Culture & Benefits

• Remote-first work style with flexible schedule and remote work options.
• 22 days annual leave plus an additional 6 company days and bank holidays.
• Comprehensive health insurance plans, plus maternity & paternity leave support.
• Extensive benefits program, working equipment, and professional development and training opportunities.
• Modern offices and co-working spaces across 6 countries.

Hiring process

• Application review by the Talent Team.
• Interviews to evaluate experience, analytics/AI approach, and cross-functional collaboration.
• Final discussions to align on role scope and expectations.

Location: Limassol (Remote)