Customer Support Specialist (SaaS)

Location: Hybrid in Metro Manila, Philippines

Company

hirify.global is an AI-native SaaS platform that provides verified B2B contact data and sales engagement tools for revenue teams.

What you will do

• Handle customer inquiries through digital and voice support channels.
• Troubleshoot customer issues, resolve problems, and escalate complex cases when needed.
• Maintain knowledge of product changes, features, and integrations.
• Validate workflows with peers and identify customer feedback patterns for internal discussions.
• Help customers understand product features and benefits relevant to their goals.
• Meet SLAs and performance metrics including resolution time, CSAT, and ticket volume trends.

Requirements

• Must reside in the Metro Manila area of the Philippines and work in a hybrid arrangement.
• At least 2 years of proven experience in an entry-level technical or customer support role; candidates studying or holding a data science or engineering degree may also be considered.
• Strong troubleshooting, problem-solving, adaptability, and time-management skills.
• Full English fluency with excellent written and verbal communication.
• Experience with live chat, ticketing systems, SLAs, resolution-time tracking, CSAT, and ticket-volume analysis.
• Ability to explain technical concepts to non-technical audiences.

Nice to have

• Experience in SaaS or technology-focused roles.
• Experience using customer feedback to improve products or processes.
• Familiarity with Jira, Salesforce, and REST API integrations.
• Knowledge of integration and filtering systems.
• Basic programming knowledge.

Culture & Benefits

• Culture focused on continuous improvement, ownership, focus, and urgency.
• Encouragement to use AI and automation to improve productivity.
• Resources, support, and autonomy for professional growth.
• Cross-functional collaboration and freedom to experiment with new ideas.