Customer Support Specialist (SaaS)

Location: Remote in Vancouver, British Columbia, Canada

Salary: $60,000–$70,000 CAD per year, plus performance-based bonuses.

Company

hirify.global provides a customer-facing rewards platform supported by Customer Success, Product, Development, and redemption operations.

What you will do

• Own customer and employee inquiries across support channels, providing timely assistance within established SLAs.
• Investigate, reproduce, and resolve technical issues through configuration, workarounds, or clear defect documentation.
• Escalate issues requiring additional technical expertise while keeping customers informed throughout resolution.
• Identify support trends, improve Help Center resources, and strengthen support processes and operational efficiency.
• Handle administrative and platform requests for internal teams while meeting delivery timelines and KPIs.
• Provide redemption support, including reward purchasing, order fulfillment, vendor troubleshooting, and record keeping.

Requirements

• 2+ years of direct experience supporting non-technical end users in a high-volume environment, preferably in SaaS.
• Strong troubleshooting, root-cause analysis, documentation, and technical investigation skills.
• Ability to explain technical workflows to non-technical audiences in writing and by phone.
• Strong organization, prioritization, attention to detail, and consistent performance against SLAs and KPIs.
• Experience with CRM tools, preferably HubSpot, and support ticketing or helpdesk platforms.
• Must be based in Vancouver, British Columbia, Canada; the role is remote.

Nice to have

• Experience with terminal or command-line tools, SQL, or Python.
• Experience with Jira, Confluence, or Grafana.
• Experience with HRIS or SFTP systems.
• Experience using or implementing AI tools and solutions for support.

Culture & Benefits

• Remote work arrangement based in Vancouver, British Columbia.
• Performance-based bonuses in addition to the salary range.
• Cross-functional collaboration with Customer Success, Onboarding, Product, Development, and redemption teams.
• Opportunities to improve support operations, documentation, and customer experience.