Product Support Analyst Customer Experience (SaaS)

Location: Remote from Mexico

Company

hirify.global provides AI-powered SaaS solutions and services for higher education institutions, supporting the student lifecycle across approximately 3,000 customers in 50 countries.

What you will do

• Provide reactive functional support for product functionality, specifications, navigation issues, how-to questions, and general customer inquiries.
• Manage customer support queues and case-tracking systems to ensure timely resolution and closure.
• Perform initial diagnostics, isolate problems, identify error sources, and provide detailed case updates.
• Escalate high-risk and high-priority issues while coordinating communications with customers and Global Support leadership.
• Collaborate with internal departments and implementation resources to resolve customer issues and support desired business outcomes.
• Analyze incoming case volume to identify recurring issues, prevent duplicate efforts, and address internal knowledge gaps.

Requirements

• At least 2 years of experience in a Level 0–1 customer service role.
• Technical awareness and the ability to identify critical issues appropriately.
• Strong interpersonal communication, active listening, customer-care, and probing-question skills.
• Ability to manage multiple internal and external customer demands and competing priorities.
• Professional, friendly, adaptable, and self-directed approach in a fast-paced environment.
• Ability to work remotely from Mexico.

Nice to have

• Experience with higher-education scholarship software.

Culture & Benefits

• Comprehensive family medical, dental, and life insurance coverage.
• 30-day Christmas bonus, saving fund, and monthly food coupon.
• 15 workdays of vacation, parental leave, and five charitable days.
• Thrive Flex contributions for health, financial, or learning interests.
• Professional development opportunities, tuition reimbursement assistance, and LinkedIn Learning.
• Diversity and inclusion programs, employee resource groups, and employee referral bonuses.