Customer Support Specialist (SaaS)

Location: Remote; minimal travel required

Target salary: $73,000–$75,000 base salary plus performance-based bonus opportunity and equity eligibility

Company

hirify.global is a rapidly growing healthcare SaaS company developing workforce management technology for healthcare organizations.

What you will do

• Resolve customer support requests from Tier 1 through Tier 3, provide technical assistance, manage expectations, and escalate product, configuration, workflow, or implementation issues when appropriate.
• Investigate customer issues thoroughly, prioritize concurrent requests, and maintain high customer satisfaction.
• Create and maintain internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.
• Analyze support trends, identify opportunities to reduce ticket volume, and improve processes, workflows, and self-service adoption.
• Develop and maintain Zendesk macros, templates, workflows, and automation while preserving a personalized customer experience.
• Collaborate with Customer Success, Implementation, Product, Engineering, and Operations on issue resolution, customer feedback, onboarding, training, and adoption.

Requirements

• 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.
• Experience in a SaaS environment.
• Strong troubleshooting, problem-solving, and organizational skills.
• Demonstrated experience creating documentation, knowledge base content, or operational processes.
• Excellent written, verbal, and active listening skills.
• Ability to manage competing priorities in a fast-paced remote environment.
• Ability to build strong working relationships across teams and organizational levels.

Nice to have

• Experience in a support lead, team lead, or senior support capacity.
• Familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics.
• Experience using Zendesk, including workflows, automation, reporting, and administration.
• Experience supporting healthcare technology, workforce management, scheduling, or operations-focused software.
• Exposure to onboarding, implementation support, technical configuration, or product training.
• Bachelor's degree or equivalent experience; relevant certifications are a plus.

Culture & Benefits

• Fully remote work environment with minimal travel, a collaborative and entrepreneurial culture, and an ownership mindset.
• Performance-based annual bonus opportunity and equity opportunities for eligible roles.
• Medical, dental, and vision coverage options with a 70% company contribution toward medical premiums; coverage is effective on the first day of the month following the start date.
• Health Savings Account-eligible plan options and a 401(k) with a 3% company match.
• 15 days of PTO, company holidays, an Employee Assistance Program, technology and wellness reimbursements, home-office setup support, and an annual company off-site.

Hiring process

• Reports to the Customer Success Manager; the role has no direct reports.