Technical Customer Support Lead (AI)

Location: Stockholm, Sweden — on-site

Company

hirify.global is a fast-scaling health-tech company building clinician-focused technology for medical notes, workflows, and patient care.

What you will do

• Build an AI-enabled first line of support for clinicians using Intercom and other automation tools.
• Own and improve Intercom inboxes, workflows, bots, macros, tagging, routing, and reporting.
• Create triage and escalation systems that prioritise issues and route them to the right teams.
• Analyse recurring support themes and turn them into automation, help centre content, playbooks, or product feedback.
• Work with Product, Engineering, and Medical Operations to resolve issues and reduce manual support work.
• Track response times, resolution times, automation rate, escalation rate, and clinician satisfaction.

Requirements

• Experience in technical support, customer operations, support operations, product operations, or a similar role.
• Experience with Intercom or a similar customer support platform.
• Strong interest in AI and automation, with a technical and systems-oriented mindset.
• Ability to investigate product issues and collaborate effectively with Product and Engineering.
• Strong written and verbal communication skills in Swedish and English; support will cover Sweden and other markets, including the UK.
• Ability to create documentation, workflows, playbooks, and support processes from scratch, with sound judgement about automation and escalation.

Nice to have

• Experience building AI-powered or highly automated support workflows.
• Experience with Intercom Fin, Zendesk AI, Ada, Decagon, Sierra, ChatGPT-based workflows, or similar tools.
• Experience in healthcare, clinical operations, regulated products, or other safety-sensitive environments.
• Familiarity with support analytics, product feedback loops, bug reporting, or QA processes.
• Experience scaling support from manual and reactive to structured and automated.

Culture & Benefits

• Full-time on-site work in Stockholm focused on collaboration and team connection.
• Competitive salary and company stock options.
• 30 days of paid vacation per year, pension program, and private medical insurance.
• 5,000 SEK wellness allowance plus an additional 6,000 SEK yearly for other health-related initiatives.
• Parental leave top-up, mental health support through Mindler, and social team-building activities.
• Work with specialists in AI, healthcare, and engineering on clinician-focused technology.

Hiring process

• Screening interview with Talent Acquisition.
• First interview with the Head of Commercial Excellence, followed by a second interview with the CEO.
• Working Day in the Stockholm office to collaborate with the team and demonstrate how you work.