Support Lead (AI)

TL;DR

Support Lead (SaaS/AI): Owning the front line of customer support and building the function from the ground up with an accent on creating playbooks, knowledge bases, and escalation standards. Focus on converting support tickets into actionable product intelligence and scaling support infrastructure.

Location: San Francisco, CA

Salary: $90,000 - $140,000 Annually

Company

hirify.global is an AI-enabled platform providing operational intelligence to public safety organizations and government agencies to improve decision-making speed and accuracy.

What you will do

• Own Tier 1 resolution, handling the majority of inbound tickets without escalation.
• Deliver high-quality, clean escalations to Product, Engineering, and Deployment Strategy teams.
• Synthesize recurring ticket patterns into intelligence reports to drive the product roadmap.
• Build scalable infrastructure, including internal guides, FAQs, and AI-driven automations.
• Document processes and quality standards to establish the foundation for future team growth.

Requirements

• 2+ years in customer support or technical support, preferably for a technical SaaS product.
• Proficiency with ticketing tools and understanding of complex data/workflow concepts.
• Ability to explain technical concepts in plain language for diverse audiences.
• Must be based in San Francisco, CA.

Nice to have

• Experience standing up or restructuring a support function, including knowledge-base work.
• Exposure to govtech, public safety, or other high-stakes, regulated environments.

Culture & Benefits

• Backed by leading Silicon Valley investors.
• Comprehensive benefits package, including equity and bonuses.
• Async-first communication culture focusing on clarity and efficiency.
• Inclusive environment and equal opportunity employer.