Customer Support Specialist (SaaS)

Location: Work from home; required location is listed as no preference. Work schedule: 9:00 AM–6:00 PM New Zealand time / 5:00 AM–2:00 PM Philippines time.

Company

hirify.global Inc. is the hiring company for this full-time customer support position.

What you will do

• Handle front-line customer enquiries by phone, email, live chat, and ticket channels.
• Own the complete support ticket lifecycle, from triage and diagnosis through resolution, follow-up, and closure.
• Investigate technical and product issues and explain root causes clearly to customers.
• Collaborate with Sales, Customer Success, Marketing, Product, and Engineering to resolve issues and provide structured feedback.
• Use HubSpot, Intercom, FIN, Fergus product data, and approved AI tools to improve support efficiency and quality.
• Create Help Centre content, test product workflows, and identify recurring issues, product gaps, and self-service opportunities.

Requirements

• At least 2 years of experience in a customer-facing role, ideally in SaaS or technology.
• Experience with help desk tools, CRM systems, workflow automation, HubSpot, and Intercom.
• Daily comfort using AI tools such as Claude, ChatGPT, Microsoft Copilot, or Gemini, with human review of customer-facing outputs.
• Ability to write and edit internal knowledge base and customer-facing Help Centre content.
• Strong problem-solving, customer-centric thinking, written communication, interpersonal, and organisational skills.
• Ability to work the 9:00 AM–6:00 PM New Zealand / 5:00 AM–2:00 PM Philippines schedule.

Nice to have

• Interest in SaaS, workflow tools, or field service industries.
• Degree-level education or equivalent professional experience.
• Experience using AI to identify support-ticket patterns, draft Help Centre articles, evaluate chatbot accuracy, or automate repetitive workflows.

Culture & Benefits

• HMO, dental, and life insurance for the employee and one dependent from day one.
• Option to enrol additional dependents.
• Birthday, vacation, medical, and maternity leave.
• Up to six vacation leaves can be converted to cash on the anniversary.
• Employee engagement activities, including a year-end party, Family Day, and team building.