Customer Support Specialist, Tier 3

Location: Hybrid in San Francisco, California, with office attendance 3 days per week; schedule is 9am–6pm PST and includes one weekend day, either Sunday–Thursday or Tuesday–Saturday.

Salary: $72,000–$80,000 per year, plus meaningful equity grants.

Company

hirify.global is an AI-powered business management platform for service-based business owners, supporting lead generation, client communication, project booking, and payments.

What you will do

• Provide concierge-level customer support through chat, email, and phone.
• Troubleshoot complex issues and handle high-touch escalations.
• Guide T1 and T2 support teams in resolving member inquiries.
• Act as a product expert and own a specific Support function.
• Manage projects and programs that improve support operations and member experience.
• Partner with Product, Engineering, Customer Success, and other teams on high-impact initiatives.

Requirements

• 3+ years of customer support or customer service experience, including at least 1 year in technical support.
• Experience providing support through email, chat, and phone.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly.
• Experience with project or program management and successfully resolving high-touch escalations.
• Strong organization, attention to detail, ownership, resilience, and customer intuition.
• Experience using AI tools such as ChatGPT or Claude to optimize work.

Nice to have

• Experience with Intercom.
• Experience working with BPOs.
• FinTech experience.
• Technical troubleshooting experience.

Culture & Benefits

• Mission-driven environment focused on member success.
• Fast-paced culture that encourages innovation, experimentation, and ownership.
• Competitive salary and meaningful equity grants.
• Wellness programs and family leave policies.
• Core values include putting people first, raising the bar, owning decisions, passion for the work, and authenticity.