Product Support Associate (AI/Fintech)

Location: Hybrid in downtown Toronto, Canada, with office attendance 3 days per week. Product Support operates from 8am–8pm ET Monday–Friday and 9am–5pm on weekends. The role follows a fixed schedule of five consecutive 8-hour shifts, including evenings and weekends; onboarding follows a Monday–Friday schedule.

Salary: CA$50K–CA$60K per year, plus equity.

Company

hirify.global is building a finance management platform for businesses in Canada.

What you will do

• Provide empathetic, high-quality product support, product education, and bespoke solutions for customers.
• Diagnose and resolve technical issues involving hirify.global’s software, integrations, user provisioning, authentication, and web and mobile platforms.
• Follow KYB/KYC, compliance, verification, security, defect escalation, and approval-gated processes.
• Investigate undocumented product behavior and provide accurate, timely resolutions.
• Track issues and resolutions in Zendesk, HubSpot, Linear, and Metabase.
• Create, audit, and maintain knowledge base articles, FAQs, process documentation, and AI-ready support content.

Requirements

• Fluent or full professional proficiency in both English and French.
• At least 2 years of experience in technical support, digital customer service, IT help desk, or an equivalent customer-facing role.
• Strong written and verbal communication skills, including concise documentation and cross-functional communication.
• Experience troubleshooting complex technical issues; familiarity with financial systems such as Xero, QuickBooks, NetSuite, or Sage is relevant.
• Flexibility and reliability for fixed shifts that may include evenings, weekends, and a Saturday-to-Wednesday schedule.
• Ability to work from the downtown Toronto office 3 days per week.

Nice to have

• SaaS or fintech experience.
• Experience with financial systems such as Xero, QuickBooks, NetSuite, or Sage.
• Proficiency in or interest in AI-powered tools such as ChatGPT, Ada, Zapier MCP, and workflow automation platforms.

Culture & Benefits

• Customer-first, ownership-driven approach focused on meaningful user value.
• Fast-paced environment with experimentation, continuous learning, and a growth mindset.
• Strong collaboration, knowledge sharing, peer feedback, and cross-functional teamwork.
• AI-first approach to improving support workflows, knowledge content, and customer experiences.
• Equity included in the compensation package.