Customer Support Associate (AI/SaaS)

Location: Nashville, Tennessee, United States; expected to work from the office 3+ days per week

Salary: $18.27–$23.08 USD per hour

Company

hirify.global builds an AI-powered data platform for safe and fair verification decisions used by businesses and individuals.

What you will do

• Resolve high-priority support requests from SMB and mid-market customers.
• Provide omnichannel support across chat, email, and phone while setting expectations and de-escalating issues.
• Own customer issues from first contact through resolution and escalate appropriately.
• Handle account setup, integrations, billing, compliance, and FCRA-related questions.
• Use AI-driven support tools, identify incorrect outputs, and help improve models and standard operating procedures.
• Partner with Shared Services and Product to improve training, quality, knowledge management, and customer experience.

Requirements

• 2+ years of experience in B2B customer support, customer success, or technical support.
• SaaS experience is preferred.
• Strong written and verbal communication skills with the ability to manage difficult conversations.
• Comfort navigating complex software ecosystems and using AI tools while validating their output.
• Strong problem-solving skills, curiosity, resilience, and ownership in ambiguous situations.
• Ability to work from the Nashville office 3+ days per week.

Culture & Benefits

• Fast-paced and collaborative work environment.
• Learning and development allowance.
• Competitive cash and equity compensation with advancement opportunities.
• 100% medical, dental, and vision coverage.
• Flexible PTO, monthly wellness stipend, and up to $25,000 reimbursement for fertility, adoption, and parental planning services.
• In-office lunch, commuter stipend, snacks, and beverages; relocation stipend may be available for relocation to a hirify.global hub.