Support Specialist (Hospitality)

Location: Remote

Salary: $55,000–$65,000 per year, depending on experience

Company

hirify.global connects diners with restaurants through an app that provides dining rewards while helping restaurant partners attract and retain customers.

What you will do

• Provide inbound and outbound email and phone support to restaurant guests and merchant partners through Zendesk and the company phone system.
• Resolve 70–100 tickets per day while maintaining an 80% or higher one-touch resolution rate and a 95% or higher quality score.
• Maintain communication with guests and restaurant owners until issues are resolved.
• Escalate complex issues to Tier 3 and management, and communicate technical issues to users and the development team.
• Follow documented support procedures and provide regular updates on recurring problems and potential long-term improvements.

Requirements

• 1–2 years of customer service experience.
• Experience with CRM software; Zendesk experience is preferred.
• Strong written and verbal communication skills, including the ability to explain abstract concepts clearly.
• Excellent interpersonal, organizational, follow-through, and problem-solving skills.
• Proficiency with macOS, including application navigation, file management, and multitasking across systems.
• Ability to work autonomously in a remote environment with a stable and reliable internet connection.

Nice to have

• 3–4 years of customer service experience.
• Previous hospitality industry experience.

Culture & Benefits

• Generous paid time off and company holiday policy.
• Company-paid short-term disability coverage.
• 100% employer-covered health and dental insurance for direct employees under the set plan.
• Optional higher-tier healthcare and vision coverage, with additional employee costs.
• Childcare benefits and generous parental leave.
• Monitor, laptop, headset, wireless keyboard, and mouse provided.