Product Support Specialist (SaaS)

Location: Paris, in-person; remote work is available in Europe. Relocation packages may be available for exceptional candidates.

Salary: €55,000–€70,000 per year plus stock options/BSPCE; higher compensation may be considered for exceptional candidates.

Company

hirify.global is a collaborative web-based motion design tool that helps creative teams create on-brand videos, social media content, apps, and websites at scale.

What you will do

• Master hirify.global’s features, workflows, and use cases to support users at all levels.
• Advocate for customer pain points, bugs, and feature requests while working with design and engineering on product improvements.
• Scale support operations through automated tools, workflows, and improved processes.
• Create help resources and education content that enable users to learn hirify.global independently.
• Coach and mentor future support team members.
• Turn customer feedback into product improvements and help establish the support and education function.

Requirements

• 3+ years of experience in Product Support, Customer Experience, or a similar SaaS role.
• Experience scaling support operations with automated tools and workflows.
• Native-level English with excellent written and verbal communication skills.
• Experience with technical troubleshooting, issue diagnosis, logs, screenshots, and reports.
• Understanding of web applications and familiarity with tools such as Intercom, Zendesk, and Stripe.
• Empathy, ownership, collaboration, and a strong focus on product quality.

Nice to have

• Experience using AI solutions to scale human-led support.
• Professional or personal experience in design, video, animation, or creative workflows.
• Familiarity with Discord and creative online communities.

Culture & Benefits

• International, English-speaking team focused on building a world-class product.
• Employee-friendly equity terms with an extended exercise period.
• Flexible work options, productivity software, and a laptop, display, and accessories for the office space.
• Health insurance for employees and their families.
• Five weeks of paid vacation, parental leave, team events, and offsites.
• Inclusive culture emphasizing excellence, energy, teamwork, ownership, learning, and growth.