Customer Support Specialist (Automotive SaaS)

Location: Remote in Canada or the USA. Flexible shifts are required, primarily Monday–Friday from 12pm–9pm EST and Saturday from 10am–4pm EST, including statutory holidays and overtime as needed. Training during the first 60–90 days is scheduled from 9am–5pm EST.

Starting rate: CAD $20–$24 per hour or USD $21–$26 per hour.

Company

hirify.global provides proprietary automotive data, advanced analytics, industry expertise, and workflows that connect insight to action across North America, Europe, and Australia.

What you will do

• Act as the first point of contact for dealership questions about usability, configuration, data, and software behavior.
• Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating complex cases when needed.
• Explain solutions, system behavior, and next steps clearly and empathetically across phone, email, chat, and ticketing channels.
• Document cases accurately in CRM and ticketing systems while following workflows, SLAs, and escalation procedures.
• Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and identify recurring defects.
• Contribute to knowledge-base content, support playbooks, and continuous process improvements.

Requirements

• Postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience.
• 1–3 years of customer, technical, or service desk support experience in a SaaS, data, or technology environment.
• Hands-on experience supporting dealer- and OEM-facing automotive software and data platforms.
• Experience troubleshooting F&I systems, authentication and access, VIN decoding, incentives, configuration and build data, APIs, payments, reporting, and real dealer cases.
• Working knowledge of REST/SOAP APIs, JSON/XML data formats, CRM and ticketing platforms, diagnostic tools, and data validation utilities.
• Must be legally authorized to work in the country where employment is offered; employment sponsorship is not provided.

Nice to have

• Dealer or automotive industry experience.
• Telephony experience.

Culture & Benefits

• Virtual-first work environment with flexible work arrangements.
• Learning and development opportunities.
• Customer-first, data-driven, collaborative culture focused on accountability and continuous improvement.
• Reasonable accommodations are available throughout the recruitment process.