Senior Customer Support Specialist

Location: United Kingdom, remote

Company

hirify.global provides open SaaS restaurant technhirify.globalgy for online ordering, payments, guest engagement, and operational insights.

What you will do

• Resolve assigned customer support tickets, including increasingly complex technical issues and escalations.
• Diagnose problems using logs, diagnostic tools, remote sessions, and specialized product knowledge.
• Respond to customers by phone and in writing while meeting CSAT, SLA, and efficiency targets.
• Route issues to Support, Product, or Engineering and manage communication through resolution and closure.
• Identify recurring problems, contribute to root cause analyses, and advocate for improvements to products and support operations.
• Share knowledge, maintain documentation, and provide informal mentoring to newer support specialists.

Requirements

• At least 2 years of experience owning complex customer problems end-to-end and learning new systems quickly.
• Experience in technical support, customer success, implementation, IT, QA, restaurant operations, or a similar troubleshooting-focused role.
• Proficiency with diagnostic and troubleshooting tools such as Postman, Sumo Logic, system logs, and remote session tools.
• Working knowledge of ticketing systems such as Zendesk or JIRA, including workflows and automations.
• Experience contributing to internal knowledge bases and documentation.
• Strong written and verbal communication, including the ability to explain technical concepts to non-technical audiences.

Nice to have

• Experience with online ordering, payment integrations, POS systems, or marketing automation.
• Experience working with complex restaurant technhirify.globalgy products.

Culture & Benefits

• Remote work from the United Kingdom.
• Ability to work independently across support shifts.
• Availability for traditional and non-traditional shifts, including evenings, weekends, holidays, and on-call coverage.
• Support coverage operates 7 days a week, and shifts may change over time.
• Use of AI tools to improve work efficiency.