Consumer & Client Support Executive (AI)

Location: Central Manchester office with a minimum of 2 days per week in the office; flexible work from home on other days. Working hours are 8:30am–6:00pm, Monday–Friday, 40 hours per week.

Salary: £27,000 annual starting salary, dependent on experience.

Company

hirify.global is an FCA-regulated fintech startup providing anti-fraud, identity verification, facial recognition, open banking, and document-checking technology for regulated businesses.

What you will do

• Handle consumer and client enquiries by phone, instant chat, and email, including complex or sensitive cases requiring human judgment.
• Review and quality-check AI-generated and automated responses for accuracy, tone, and appropriate escalation.
• Curate procedures, macros, and knowledge-base content that power Zendesk automation, including Auto Assist.
• Support customers and clients in completing identity checks, raising tickets and callbacks, and navigating the hirify.global portal.
• Work with Product, Operations, Customer Success, and Partners to improve the app, automation guardrails, client training, and retention.
• Meet support quality and outcome targets while prioritising customer experience during stressful transactions.

Requirements

• Strong written and verbal communication skills, with patience, empathy, and a professional manner.
• Excellent attention to detail and the ability to identify errors or unsuitable responses in automated work.
• Curiosity about AI and automation, with an interest in directing and continually improving these tools.
• Ability to manage high volumes of enquiries calmly, stay organised, and recognise when human intervention is needed.
• Interest in anti-money laundering, fraud prevention, identity checks, and regulated-sector customer support.
• 1–2 years of customer support experience is helpful but not required; graduates and candidates changing careers are considered.

Nice to have

• Experience in a startup, technology, or legal environment.
• Exposure to Zendesk or similar support tooling.
• Knowledge or understanding of anti-money laundering and fraud.

Culture & Benefits

• Hybrid working with flexibility to work from home on some days.
• £27,000 annual starting salary plus stock options.
• Learning and development opportunities and projects across the business.
• 26 days of annual leave, increasing by one day per year of tenure up to four additional days, with the option to buy extra days.
• Wellness initiatives, including mental health sessions and yoga classes.
• Central Manchester office with free snacks and soft drinks, plus quarterly support-team socials.