Customer Support Specialist (AI)

Location: Remote within Germany

Company

hirify.global builds training software for frontline workforces at manufacturing, logistics, and industrial companies, with 400+ customers, Series A funding, and below 2% churn.

What you will do

• Handle first-line customer support through chat and email in German and sometimes English.
• Triage ambiguous tickets by resolving them, finding workarounds, or escalating genuine technical issues.
• Learn the evolving product independently and investigate unfamiliar problems.
• Maintain clear, high-quality responses when customers are frustrated or the solution is unclear.
• Share recurring issues and customer insights with Leadership and the product team.
• Build response approaches, triage heuristics, and escalation criteria that improve support operations.

Requirements

• Experience helping unhappy people in customer support, hospitality, a Werkstudent role, or a similar environment.
• Clear written German and English, including the ability to explain software simply to frontline and factory-floor users.
• Frequent use of LLM solutions and an understanding of how to optimize prompts, assess output reliability, and recognize failure cases.
• Genuine curiosity about how software works and the ability to investigate unfamiliar issues independently.
• Comfort working with ambiguous problems, changing products, and limited predefined processes.

Culture & Benefits

• Independent problem-solving with direct collaboration with the CS Team Lead and Engineering.
• Transparent communication, a positive working atmosphere, and support for personal and professional development.
• Potential paths into QA, product input, and other areas based on demonstrated strengths and company needs.
• Inclusive hiring practices welcoming applicants regardless of race, gender, sexual orientation, religion, age, disability, political opinion, or marital status.