Operations Specialist

Location: Montreal, Canada

Company

hirify.global provides a subscription commerce platform that enables organizations to sell digital products and services across channels and devices.

What you will do

• Support day-to-day operations and strategic program launches across the Support Operations team.
• Coordinate with outsourced partners, internal Support, and Quality teams to improve technical customer support.
• Design productivity tools using Devs.ai or similar platforms.
• Analyze productivity, operational KPIs, forecasts, and labor requirements; create reports and present findings to stakeholders.
• Contribute to strategic planning focused on revenue growth, cost reduction, and effective resource management.
• Improve support processes, provide expert guidance on cloud application issues, and maintain a technical knowledge base to reduce vendor escalations.

Requirements

• 3–5 years of experience in Service Delivery, Operations Management, Customer Service, or a related field.
• Advanced technical support experience with productivity suites and cloud applications, including Microsoft and Google products.
• Experience with call center software, CRM systems, and support KPIs such as CSAT, NPS, FCR, and AHT.
• Strong data analysis and reporting skills; in-depth Excel knowledge is an asset.
• Experience with AI-powered support tools and LLM-based platforms for troubleshooting, knowledge-base management, and operational efficiency.
• Ability to create training materials, deliver Train-the-Trainer sessions, solve problems proactively, and work accurately in a fast-paced environment.

Nice to have

• Bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field.
• Experience with support consolidation, tooling migration, or process-standardization initiatives.

Culture & Benefits

• Values-driven culture focused on inclusion, individuality, and enabling people to do their best work.
• Work involves collaboration with internal teams and outsourced service partners.
• Recruitment-related AI tools are used only for administrative automation under human oversight.