Customer Experience Operations Specialist (SaaS)

Location: Virtual

Company

hirify.global is a privacy-first B-Corporation providing a data privacy platform for consent management, vendor risk monitoring, and compliance with regulations such as GDPR and CCPA.

What you will do

• Support self-service customers during onboarding by answering product questions, providing guidance, and troubleshooting basic technical issues.
• Track customer questions, onboarding challenges, recurring issues, and product usage metrics to identify patterns and friction.
• Analyze customer and product data to understand activation, implementation, go-live, retention, and the behaviors associated with customer success.
• Help build and test scalable adoption programs, including automated outreach, in-product guidance, and customer education.
• Use customer experience and analytics tools such as Userpilot, Pendo, and Heap to understand product interactions and support reporting.
• Maintain self-service resources, customer communications, internal documentation, and process guides while sharing trends and risks with cross-functional teams.

Requirements

• Early-career profile with interest in Customer Experience, technology, data, and operations.
• Analytical and curious approach to investigating customer problems, unexpected behavior, and improvement opportunities.
• Comfort working with data and metrics, forming hypotheses, and identifying actions that can improve onboarding, adoption, and retention.
• Technical curiosity, willingness to learn new software, and confidence troubleshooting basic technical issues before escalating them.
• Strong written and verbal communication, organization, attention to detail, and ability to manage multiple priorities independently.
• Customer-focused mindset and interest in scalable solutions, Customer Experience Operations, Customer Success Operations, or Product-Led Growth.

Nice to have

• Bachelor’s degree or equivalent experience in Business, Information Systems, Data Analytics, Marketing, Communications, or a related field.
• Experience working with data through coursework, internships, projects, or previous roles.
• Familiarity with SaaS products and tools such as Userpilot, Pendo, Heap, Zendesk, Intercom, or HubSpot.
• Basic experience with reporting, dashboards, spreadsheets, or data visualization.

Culture & Benefits

• Virtual work environment focused on thoughtful automation, modern technologies, and intentional collaboration.
• Privacy-first product and mission centered on helping organizations comply with global privacy regulations.
• High-growth environment backed by established investors and supported by a multi-year growth runway.
• Recognized as a Great Place to Work for four consecutive years.