Customer Support Specialist (SaaS)

Location: Remote, based in Canada; typical schedule is 10am–6pm Eastern time, Monday–Friday, with some weekend flexibility.

Company

hirify.global provides a SaaS product for influencer marketing workflows, customer subscriptions, payments, and account management.

What you will do

• Support customers through Intercom chat and email, with occasional live or asynchronous video when useful.
• Provide step-by-step guidance on hirify.global features and influencer marketing workflows.
• Reproduce product issues, troubleshoot root causes, and guide customers toward solutions.
• Escalate bugs with clear steps, examples, links, and impact information.
• Update Help Center and internal documentation based on recurring questions and support gaps.
• Share customer feedback and patterns to help improve the product and customer experience.

Requirements

• 2+ years of customer support experience, ideally in SaaS.
• Strong written and spoken English required.
• Clear, empathetic communication and the ability to explain complex topics simply.
• Experience troubleshooting issues by reproducing problems, asking follow-up questions, and identifying root causes.
• Strong ownership, organization, follow-through, and ability to handle frustrated customers calmly.
• Ability to work independently without a complete playbook and improve processes over time.

Nice to have

• Experience supporting influencer marketing or e-commerce tools.
• Experience with integrations, tracking, APIs, or other technical support topics.
• Experience creating or maintaining Help Center documentation and internal processes.

Culture & Benefits

• Fully remote work for candidates based in Canada with a reliable internet connection.
• Unlimited paid vacation time.
• Courses, books, and conferences covered for professional development.
• Autonomy to make decisions, take ownership, and test new ideas without unnecessary bureaucracy.
• Support team coverage across North America and Europe.