Customer Support Specialist (Healthcare SaaS)

Location: Remote, with candidates required to be physically based in the US Eastern Time zone; hiring is limited to GMT and EST timezones

Salary: $50,000–$70,000 per year, dependent on location and experience; equity is also offered

Company

hirify.global is a fast-growing, remote-first healthcare infrastructure company building systems that connect lab testing, patient data, wearables, and digital health providers.

What you will do

• Own customer issues from initial investigation through resolution, including missing, partial, canceled, or delayed lab results.
• Support customers throughout onboarding and ongoing troubleshooting.
• Manage a high-volume Tier 1 queue by triaging, prioritizing, resolving, and escalating tickets.
• Contact laboratories, mobile phlebotomy vendors, and other service providers to resolve operational issues.
• Communicate clearly and empathetically through tickets, Slack, and calls.
• Collaborate with product, engineering, operations, and customer success while documenting solutions in the knowledge base.

Requirements

• 2+ years of support experience at a B2B2C SaaS company, ideally in a structured support environment.
• Hands-on experience identifying, reproducing, and resolving customer-reported issues through to completion.
• Experience working at a small or midsize company with limited documentation or established processes.
• Ability to work accurately and calmly in a busy, high-volume queue.
• Strong written and verbal communication, with empathy and attention to detail.
• Must be physically based in the GMT or EST timezones; visa sponsorship is not available.

Nice to have

• Healthcare or diagnostics experience.
• Familiarity with APIs.
• Interest in using AI and other tools to improve repetitive support workflows.

Culture & Benefits

• Remote-first working with a $1,000 home office equipment budget and coworking support.
• 36 days of paid time off, including bank holidays.
• Premium healthcare coverage and a yearly blood test.
• Monthly learning budget of $150 and wellness budget of $100.
• Equity with extended exercise after two years, plus a 4% monthly pension/401k contribution.
• Enhanced parental, foster, and adoption leave, along with company and team offsites.