Customer Support Specialist (SaaS)

Location: Hybrid in London, United Kingdom

Company

hirify.global provides AI-native infrastructure for agentic commerce, supporting cross-border operations, tax, returns, demand planning, and storefront experiences.

What you will do

• Respond to merchant inquiries through email and dashboard channels with clarity and empathy.
• Troubleshoot issues involving returns, shipping, payments, and platform configuration.
• Investigate complex cases escalated by the CX team and coordinate resolutions with Product, Operations, Engineering, and Account Management.
• Support account setup, onboarding, and best-practice guidance for merchants.
• Document recurring issues and maintain internal and external knowledge-base articles.
• Capture merchant feedback and help improve support workflows, response times, and operational efficiency.

Requirements

• 2–3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.
• Strong troubleshooting skills and the ability to explain problems clearly.
• Familiarity with Shopify, BigCommerce, or WooCommerce.
• Empathy, patience, organisation, multitasking, and the ability to prioritise effectively.
• Comfort collaborating with multiple internal teams and escalating issues when needed.
• Curiosity and willingness to learn new tools and processes quickly.

Nice to have

• Understanding of shipping carriers, customs requirements, or returns flows.
• Experience with Intercom or similar support platforms.

Culture & Benefits

• Culture built around clarity, creativity, shared ownership, diversity, and equality.
• Opportunity to become a trusted specialist in one or more areas of the platform.
• Support work directly contributes to product improvements and broader operational efficiency.