Customer Support Specialist (IoT)

Location: Hybrid in Toronto or Waterloo, Canada; remote work is also available

Salary: $60,000–$80,000 CAD base salary per year

Company

hirify.global develops camera-free sensor technology that helps families and care organizations monitor falls, sleep, health, and wellness while enabling older adults to remain independent at home.

What you will do

• Manage support tickets from families and care partners across calls, emails, and chats.
• Guide customers through product setup and troubleshoot issues with hirify.global and Silvie products.
• Handle escalated cases from the BPO support team requiring additional context, care, or follow-up.
• Create clear help-centre articles and guides for recurring customer questions.
• Identify patterns in customer issues and share insights with product and engineering.

Requirements

• Hands-on ownership of customer problems from initial contact through resolution.
• Ability to provide clear, kind, and direct support to families and care partners.
• Ability to troubleshoot product and setup issues and manage escalations independently.
• Ability to identify recurring issues and communicate actionable customer insights.
• Ability to work in a hybrid setup in Toronto or Waterloo, or remotely where you do your best work.

Culture & Benefits

• Direct access to leadership with minimal organizational layers.
• Ownership-focused environment with direct and transparent communication.
• Health, dental, and vision benefits.
• A product mission focused on keeping people safe and independent at home.
• A sensor for parents provided as an employee benefit.

Hiring process

• Initial interview.
• Short case exercise.
• Final in-person interview with the CEO and team members.
• AI tools may be used during hiring, alongside human input and manual review.