Customer Support Specialist II (AI)

Location: Remote - North Carolina, United States

Company

hirify.global provides software and services for mental and behavioral health therapists, including practice management, electronic medical records, e-prescribing, billing, and AI-enabled solutions.

What you will do

• Handle routine customer cases from intake through resolution while maintaining service quality and customer satisfaction.
• Provide timely case updates and guide customers through standard EHR workflows and configurations.
• Document cases, solutions, best practices, and recurring issues in CRM, support systems, and knowledge repositories.
• Use AI-assisted support tools, knowledge bases, and automation to improve resolution speed and customer outcomes.
• Identify opportunities to improve support workflows, self-service content, and platform utilization.
• Escalate complex or unresolved issues and follow compliance, privacy, and data security standards.

Requirements

• High school diploma or equivalent experience.
• At least 1 year of customer service, technical support, or related experience.
• Familiarity with CRM systems, case management, and support documentation.
• Ability to resolve routine issues independently, manage multiple priorities, and communicate clearly.
• Ability to evaluate AI-generated information using critical thinking and ensure recommendations are accurate and appropriate.
• Comfort with AI-powered tools, automation technologies, and digital support resources.

Nice to have

• Working knowledge of EHR workflows, user configurations, and healthcare software platforms.
• Experience with knowledge management, process improvement, or self-service content.
• Interest in emerging technologies and AI-enabled workflows.

Culture & Benefits

• Full-time employment in a remote role based in North Carolina.
• Work within a CARING culture focused on diversity, equity, inclusion, and belonging.
• Commitment to non-discriminatory practices across the employee and customer lifecycle.
• Candidate information is handled confidentially according to EEO guidelines.