Customer Support Specialist (SaaS)

Location: Remote within the United States only; all work must be performed from within the United States. International remote work is not eligible.

Company

hirify.global provides an end-to-end transport management platform for the auto transport industry, connecting shippers, carriers, drivers, and brokers.

What you will do

• Provide customer support through email, chat, and phone for carriers, drivers, shippers, and brokers.
• Investigate billing issues involving subscriptions, invoices, and payments.
• Support SuperPay users with payment processing issues, transaction questions, and setup guidance.
• Troubleshoot technical and operational problems, escalating complex issues when needed.
• Train users on platform features and best practices, and maintain knowledge-base content and troubleshooting resources.
• Collect customer feedback, document recurring issues, and collaborate with product, engineering, and sales teams.

Requirements

• 2–4 years of experience in customer support, preferably in a SaaS or technical environment.
• Strong communication skills and the ability to explain technical concepts, including API connections, to non-technical users.
• Experience supporting billing systems or payment platforms such as Braintree, Chargebee, or similar tools.
• Familiarity with software troubleshooting and customer success practices, with the ability to manage escalated inquiries.
• Availability for regular Saturday or Sunday shifts and late or evening coverage through 7:00 p.m.
• U.S. citizenship is required, and proof of citizenship will be requested during the hiring process.

Nice to have

• Experience with CRM or ticketing systems such as Salesforce or Zendesk.
• Spanish language proficiency.

Culture & Benefits

• Remote-first culture with a fully distributed team.
• Health, dental, and vision plans with employer premium contributions.
• Stock options, a 401(k) with company match, and additional insurance benefits.
• Monthly $50 wellness stipend.
• Flexible paid time off, 6–12 weeks of paid parental leave, and company-provided equipment.