Product Expert

Location: London Bridge, London, UK; hybrid with two core office days

Salary: £30,000–£35,000 per year, depending on experience and seniority; generous EMI share offering

Company

hirify.global is a London-based startup building AI-powered products for the social care sector, including a care marketplace and Found CRM platform for managing enquiries, occupancy, and finances.

What you will do

• Provide frontline support to care-provider partners across Found and the hirify.global marketplace through live chat and email.
• Resolve complex product-specific issues and act as the human escalation point when the AI Agent cannot help.
• Investigate accounts, reproduce issues, and provide clear, well-evidenced bug reports to Product and Engineering.
• Write and maintain knowledge-base articles, close content gaps, and improve AI Agent self-service.
• Identify recurring support patterns and turn customer feedback into product improvements.
• Track response and resolution SLAs and CSAT, and help onboard and train new partners.

Requirements

• Around one year of experience in a customer-facing role such as support, ticketing, or high-volume written communication.
• Strong written communication skills with a clear, warm, and concise style.
• Natural troubleshooting ability and persistence in resolving complex problems.
• Organisation, calmness under a busy queue, and ownership through resolution.
• Interest in the mission of improving later-life care and enthusiasm for working with AI-assisted support.
• Availability to work in a hybrid setup with two core office days in London.

Nice to have

• Experience with helpdesk or CRM tools such as Zendesk, Intercom, HubSpot, or Pylon.
• Previous ownership of customer documentation or knowledge bases.

Culture & Benefits

• 26 days of holiday plus bank holidays.
• Generous EMI equity offering.
• Mission-driven work focused on building the future of social care.
• Opportunity to build and own a support function from the ground up, with potential progression into senior support, knowledge and AI operations, or Customer Success.
• Inclusive working environment with reasonable accommodations available during the hiring process.

Hiring process

• 20-minute remote screening interview with the Talent Acquisition Lead.
• One-hour remote case study assessment with pre-work and a presentation.
• Final 90-minute in-person interview with the Co-Founder & CEO and Head of Customer Success.
• A short 2–3 minute introductory video is requested as part of the application.