Customer Support Associate (SaaS/IoT)

Location: London, Ontario, Canada; hybrid work with regular office access required

Base salary: $55,000–$60,000 per year, depending on experience and qualifications.

Company

hirify.global is a SaaS-based IoT company providing a data and operating platform for the construction and off-highway industries, connecting people, assets, fleets, and equipment.

What you will do

• Act as the first point of contact for customer questions by phone and email.
• Resolve administrative and product-related issues with speed, accuracy, and empathy.
• Guide customers through hirify.global solutions and promote relevant self-service resources.
• Document interactions, track requests, and follow issues through to resolution.
• Collaborate with colleagues across Support, Product, Engineering, and Customer Success on complex accounts.
• Build customer trust and identify opportunities to improve support processes.

Requirements

• Based in or able to commute to the London, Ontario office; regular office access is required for the hybrid model.
• Available to work full-time with flexible shifts when required.
• Fluent written and spoken English.
• Strong communication, time-management, problem-solving, and digital-tool skills.
• Customer-first attitude, adaptability, empathy, and interest in a technical environment.
• No previous support experience is required; customer support, call centre, help desk, or retail experience is welcome.

Nice to have

• French language skills.
• Experience in a SaaS or technology support environment.
• Additional multilingual skills or training in conflict resolution and de-escalation.
• Curiosity about using AI-powered tools for issue diagnosis and troubleshooting.

Culture & Benefits

• Agile, growing SaaS business with opportunities for internal career development.
• International environment with cross-border collaboration, check-ins, and social events.
• Training, coaching, mindfulness support, and an open feedback culture.
• Flexible hybrid working setup with the IT equipment needed for the role.
• Health benefits, retirement savings, and additional total-rewards benefits.
• Inclusive workplace focused on equal opportunity, diversity, equity, and belonging.

Hiring process

• Virtual meeting with a Talent Acquisition Partner.
• Deeper conversation about experience, working style, the team, and daily challenges.
• Assignment-specific interview involving a prepared case and presentation to relevant colleagues.
• Offer presentation and walkthrough; references or background checks may be completed if needed.