Customer Support Advisor (SaaS)

Location: Toronto, Canada; hybrid workplace

Company

hirify.global provides a SaaS platform supporting recognition programs for administrators and members.

What you will do

• Own and manage support inquiries from program administrators, internal stakeholders, and members across Salesforce, email, and phone.
• Troubleshoot standard, complex, and escalated platform, web, and mobile issues while identifying root causes.
• Provide proactive case updates and clear communication throughout the support lifecycle.
• Partner with Technical Support, Product, Customer Success, and other teams to resolve issues.
• Identify recurring issues and contribute insights for product, process, and documentation improvements.
• Maintain accurate case documentation and meet SLA, quality, and productivity targets.

Requirements

• 3–5 years of experience in customer support, client services, or a similar role, preferably in SaaS.
• Experience supporting B2B clients or program administrators.
• Strong technical aptitude and experience troubleshooting platform, web, and mobile issues.
• Experience managing complex or escalated cases.
• Proficiency with CRM tools; Salesforce experience is preferred.
• Excellent communication, stakeholder management, problem-solving, analytical, and critical-thinking skills.

Culture & Benefits

• Full-time permanent employment.
• Inclusive and diverse workplace committed to equal opportunity.
• Accessible recruitment process with interview accommodations available.
• Total rewards, benefits, and perks are available to permanent full-time employees.