CX Operations & AI Enablement Specialist (AI)

Location: Remote across the continental United States. Applications from candidates outside the US are not accepted. Hybrid options are available for candidates near offices in New York or the San Francisco Bay Area.

Salary: $75,000–$100,000 annual base salary, plus potential equity.

Company

hirify.global builds technology that enables branded resale and helps companies keep products in circulation while making secondhand shopping easier for consumers.

What you will do

• Own and evolve AI triage, ticket routing, and specialist agents for returns, order status, warranty, repairs, delivery issues, and brand policies.
• Build new AI agents and QA agents, tune their behavior, and maintain brand-appropriate responses.
• Respond to production issues in Zendesk, including routing failures, duplicate executions, agent handoff errors, double replies, and tag-matching failures.
• Administer Zendesk fields, views, tags, triggers, macros, permissions, API keys, OAuth, and the Zendesk MCP server.
• Build and maintain integrations with internal systems and Zendesk Explore reporting for containment, deflection, forecasting, adherence, and utilization metrics.
• Expand automation coverage, improve monitoring and classification accuracy, and integrate fraud, dispute, and abuse signals into Trust & Safety workflows.

Requirements

• Hands-on Zendesk administration and development experience, including triggers, automations, custom fields, and APIs.
• Experience building AI or LLM-driven automation for support, classification, or routing.
• Knowledge of customer service workflows and customer issues.
• Scripting and integration experience with TypeScript or JavaScript, REST APIs, and webhooks.
• Ability to independently own production systems, debug live issues, and work effectively with ambiguity and changing priorities.
• Must be located in the United States; candidates outside the US cannot apply.

Nice to have

• SQL and experience with a BI or analytics tool.
• Additional programming languages.
• Startup experience or equivalent comfort with ambiguity and shifting scope.

Culture & Benefits

• Remote work across the continental US, with hybrid options near New York and the San Francisco Bay Area offices.
• Full employee benefits package, including employee and dependent healthcare.
• 401(k) enrollment and equity eligibility for certain roles.
• Small-team environment emphasizing high agency, low ego, and independent ownership.