Sr. Customer Support Specialist, Escalations (AI)

Location: Remote. U.S.-based candidates must reside in one of hirify.global's approved states; hiring is also available in Canada. Evening and weekend availability is required.

Salary: $67,500 USD annually.

Company

hirify.global operates an AI-native platform for charter transportation, shuttle, and transit programs, connecting organizations with bus operators through real-time availability, pricing, routing, dispatch, and optimization.

What you will do

• Manage complex customer inquiries, complaints, and escalations through timely resolution.
• Provide phone, email, and chat support to VIP, enterprise, and vendor accounts.
• Analyze customer issues, identify root causes, and coordinate solutions with internal departments.
• Document interactions, resolutions, and follow-up actions in the proprietary software system.
• Identify customer feedback trends and recommend improvements to processes, policies, and products.
• Support junior representatives through guidance, training, and escalation handling.

Requirements

• 3–5 years of experience in customer service, customer success, or account management, including complex escalations.
• At least 1 year of experience working in a two-sided marketplace.
• Experience supporting VIP and enterprise customers with a high-touch service approach.
• Excellent verbal and written communication skills, including de-escalation techniques.
• Strong analytical, problem-solving, organizational, and decision-making skills.
• Ability to manage high-volume ticket-based workflows and work evening and weekend shifts.

Culture & Benefits

• Remote-first work model with regional benefits that vary by location.
• Medical, dental, and vision insurance, mental health support, virtual care, and family-building benefits.
• Paid time off and paid holidays for U.S. employees.
• Life, short-term disability, and long-term disability insurance where available.
• Company-provided Mac or PC, monitor, keyboard, and mouse.
• 401(k) plan for U.S. employees and region-specific savings programs internationally.

Hiring process

• Video call with Talent Acquisition.
• Interview with the Hiring Manager followed by a final interview.
• Offer and background check.