Customer Experience Lead (SaaS)

Location: Scottsdale, Arizona; full-time onsite position

Salary: $50,000–$65,000 per year

Company

hirify.global provides real estate marketing solutions, including tools and services for real estate professionals.

What you will do

• Own escalated customer issues from the first reply through verified resolution.
• Investigate billing, subscription, order, campaign, account access, delivery, design proof, and product issues.
• Manage the escalation queue, ensuring every case has an owner and a clear next step.
• Write actionable escalation tickets for Product and Engineering and follow them through closure.
• Handle failed payments, cancellations, refunds, credits, and disputes within policy.
• Document recurring issues, create response materials, provide product feedback, and coach teammates on escalation quality.

Requirements

• 4+ years of experience in support, customer success, or customer operations.
• Experience owning escalations rather than only answering tickets.
• Clear, warm written communication and reliable follow-through.
• Comfort working with CRM systems, shared inboxes, billing platforms, and fulfillment systems.
• Sound judgment when handling refunds, credits, disputes, and customer data.
• Ability to identify and fix root causes instead of only closing tickets.

Nice to have

• Experience supporting B2B SaaS, real estate technology, direct mail, or print and fulfillment products.
• Experience with Stripe or another subscription billing platform.
• Experience leading a support queue or creating support playbooks.
• Experience identifying, fixing, and measuring recurring customer problems.

Culture & Benefits

• Major medical, dental, and vision insurance.
• Three weeks of paid time off, sick time, parental leave, and seven company holidays per year.
• Professional development stipends.
• 401(k) eligibility at a tenure milestone.