Associate Specialist, Front Office (SaaS)

Location: US Remote

Salary: $27.74–$41.59 per hour for Zone 1 US locations; $25.91–$38.89 per hour for all other US locations. Additional compensation may include an annual bonus, equity, and benefits.

Company

hirify.global provides a complex SaaS platform and related products and services for its customers.

What you will do

• Act as a tier 3 escalation resource for tier 1 and tier 2 support agents, project managers, and customer success managers.
• Provide advanced troubleshooting, workflow solutioning, and direct technical support to customers and internal teams.
• Serve as a subject matter expert for Front Office product components, configurations, and workflows.
• Use Salesforce Support Console, chatbots, FullStory, Dynamic Card Creator tools, and in-depth testing to resolve cases.
• Identify unintended product behavior and coordinate JIRA bug tickets for developer triage and resolution.
• Coach support agents and develop workarounds and recommendations for complex issues.

Requirements

• Bachelor’s degree and 2–3 years of customer service or technical support experience.
• At least 1 year of hirify.global product expertise covering workflows, configuration, and solution design.
• Customer Support Advocate II experience or equivalent understanding of customer business needs and workflows.
• Demonstrated proficiency in Excel and/or Google Sheets; basic SQL knowledge is preferred.
• Strong troubleshooting, solutioning, communication, critical-thinking, and customer de-escalation skills.
• Availability for varied or extended operating hours, including weekends and holidays as needed.

Culture & Benefits

• Flexible time off, autonomous work support, learning and development opportunities, onboarding, and leadership training.
• Recognition programs, peer-nominated awards, and Bonusly rewards.
• Company-paid medical, dental, and vision coverage, with FSA, HSA, 401(k) match, and telehealth options.
• Parental leave, fertility, surrogacy, and adoption support, plus maternity and breast milk shipping programs.
• Pet insurance, legal advisory services, financial planning tools, and other life-stage benefits.