Customer Experience Specialist (Ecommerce)

Location: Lehi, Utah, United States

Company

hirify.global builds a post-purchase ecommerce ecosystem for shoppers and brands, including tracking, claims, and returns solutions.

What you will do

• Assess and resolve customer claims using Zendesk and internal resolution tools.
• Respond promptly and professionally to customer contact forms.
• Handle high-value merchant claims with a high standard of accuracy and care.
• Identify and report bugs, recurring issues, fraud patterns, and process gaps.
• Partner with product and engineering teams to resolve claims-related issues.
• Mentor newer teammates, support seasonal contractor training, and recommend process improvements.

Requirements

• Experience with Zendesk or a similar customer support platform.
• Previous customer support or claims management experience with a record of meeting KPI targets.
• Strong written and verbal communication skills and accurate typing at 40+ words per minute.
• Ability to troubleshoot technical issues while working across multiple systems.
• Strong problem-solving skills, resourcefulness, and organizational ability.
• Ability to work occasional overtime or weekends during peak periods and holidays.

Nice to have

• Experience mentoring or training team members.
• Strong analytical skills and ecommerce industry knowledge.
• Experience managing competing priorities.

Culture & Benefits

• People-first, values-driven culture with a focus on inclusion and equal opportunity.
• Remote or hybrid work arrangements are offered as part of the benefits program.
• Health insurance premiums covered at 95%–100% for employees and families.
• Unlimited paid time off and 401(k) matching.
• Formal growth opportunities, learning and development programs, and DEI events.