Product Support Specialist (AI)

Location: Remote within the United States; the role can be based anywhere in the US except Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia. The schedule includes a weekend day, and training runs Monday to Friday for the first 8 weeks.

Salary: $60,000–$74,000 annual base pay, with offers typically anchored around $68,000. Total compensation also includes equity and benefits.

Company

hirify.global provides shipping technology and infrastructure that connects merchants with carriers through a unified API and web application.

What you will do

• Own premier and high-tier customer accounts and escalated tickets through resolution.
• Prioritize the Product Support queue and identify escalation patterns that can be prevented.
• Partner with executives, SPMs, SAMs, and product development on sensitive customer issues and recurring product feedback.
• Build deep expertise in the hirify.global webapp, API, products, and services.
• Use AI for research, complex ticket analysis, CSAT, and QA while applying independent judgment.
• Mentor specialists, conduct training sessions, and create Product Support documentation.

Requirements

• At least 3 years of customer support experience in a SaaS or technology environment.
• At least 1 year of experience handling escalations.
• Excellent written communication and the ability to adjust tone for customer sentiment, urgency, and seniority.
• Proven de-escalation skills and the ability to communicate effectively with executive-level contacts.
• Ability to collaborate effectively with cross-functional teams and executives.
• Comfort using AI in daily work, including directing, editing, or overriding its output when appropriate.

Nice to have

• Startup experience.
• Familiarity with shipping networks or carrier policies.

Culture & Benefits

• Remote-first, globally distributed work environment with flexible working hours.
• Medical, dental, and vision coverage with 90% of premiums covered by the company, including dependents; pet coverage is also available.
• Take-as-much-as-needed vacation, a company-wide winter slowdown week, and 3 volunteer days off.
• Home office stipend and charity donation matching up to $100.
• Professional coaching, development programs, tools, and individual learning stipends.
• Regular company off-sites and local gatherings through the hirify.globals Everywhere program.