Product Operations Specialist (AI)

Location: Hybrid role in the Toronto office, Canada

Company

hirify.global is an AI platform focused on business planning.

What you will do

• Handle high-volume Technical Operations support tickets accurately and efficiently according to documented processes and SOPs.
• Manage workflows including workspace provisioning, SSO configuration support, environment changes, and deployment amendments.
• Diagnose, replicate, and resolve issues within established runbooks, escalating exceptions to Product Specialists, Engineering, or Support Managers.
• Improve SOPs and operational workflows by reducing manual effort and creating scalable ways of working.
• Identify recurring customer questions, documentation gaps, operational patterns, and product friction points.
• Monitor customer workspace health and collaborate with Engineering, Customer Success, Support, and Product teams.

Requirements

• 2+ years of experience in application support, technical support in a SaaS environment, support operations, product operations, customer operations, FP&A, or financial modeling.
• Strong written and verbal communication skills with technical and non-technical stakeholders.
• Accurate, detail-oriented execution of structured, repeatable processes.
• Ability to identify, communicate, and escalate issues, blockers, and risks.
• Experience working independently, managing high-volume requests, and maintaining customer service quality.
• Experience collaborating with cross-functional teams in a fast-paced, global, distributed environment.

Nice to have

• Knowledge of spreadsheets, business planning, or financial modeling.
• Exposure to HTML, CSS, SQL, APIs, or data integrations.
• Experience with support ticketing systems, operational queues, SOPs, internal playbooks, or knowledge bases.
• Experience with Notion, FreshDesk, Jira, DataDog, or similar tools.

Culture & Benefits

• Competitive base salary, equity package, and comprehensive benefits.
• Generous time off and parental leave policies.
• Annual company offsite and offices in major cities including Toronto, New York, Paris, London, and San Francisco.
• High-end work equipment based on stock and availability.
• Structured training opportunities and development pathways across Support and other areas of the organization.

Hiring process

• Background checks may include employment, education, and legally permitted criminal-record verification before the employment contract is signed, with candidate consent.