Customer Support Specialist (AI/SaaS)

Location: Hybrid, Metro Manila, Philippines. The role is open to residents of the Philippines, specifically the Metro Manila area.

Company

hirify.global is an AI-native SaaS platform providing verified B2B contact data and sales engagement tools for revenue teams.

What you will do

• Handle customer inquiries through digital and voice channels, providing technical and product support.
• Troubleshoot customer issues by asking targeted questions and escalating complex problems when needed.
• Stay current on product updates, features, and integrations.
• Validate workflows with peers and identify customer feedback patterns for internal discussions.
• Help customers understand product features and align them with their goals.
• Meet SLAs and performance metrics, including resolution time, CSAT, and ticket volume trends.

Requirements

• At least 2 years of proven experience in an entry-level technical or customer support role.
• Strong problem-solving skills and the ability to troubleshoot complex customer issues.
• Excellent English communication skills, both written and verbal, with an empathetic approach.
• Experience with live chat, ticketing systems, support processes, and metrics such as resolution time and CSAT.
• Ability to manage time effectively, adapt to change, and adhere to SLAs.
• Ability to explain technical concepts to non-technical audiences.

Nice to have

• Background in SaaS or technology-focused roles.
• Experience using customer feedback to improve products or processes.
• Familiarity with Jira, Salesforce, and REST API integrations.
• Knowledge of integration and filtering systems.
• Basic programming knowledge or a data science or engineering degree.

Culture & Benefits

• AI-native environment focused on continuous improvement, automation, and productivity.
• Culture of ownership, focused execution, continuous learning, and cross-functional collaboration.
• Resources, support, and autonomy to develop professionally and make an impact.
• Encouragement to experiment, take informed risks, and propose bold ideas.