Customer Support Specialist (SaaS)

Location: Fully remote, based in Singapore. Standard schedule: 09:00–17:00 Singapore Time. Onboarding and training may take place during European business hours, with occasional global meetings, training sessions, and customer escalations.

Company

hirify.global provides a SaaS platform that maps climate and ESG data across organizations, helping businesses track, disclose, and act on sustainability goals.

What you will do

• Monitor and resolve customer issues, technical problems, incidents, and escalations.
• Investigate customer concerns in depth and provide clear updates and timely follow-up.
• Collaborate with Product, Engineering, Delivery, and Customer Success on domain-related questions and technical challenges.
• Create and maintain self-service content, including knowledge base articles, automated workflows, and AI-powered support tools.
• Gather, analyze, and communicate customer feedback while contributing to NPS/CSAT improvement.
• Improve support processes, workflows, and tools while maintaining accurate case documentation.

Requirements

• 2–3 years of experience in Customer Support Specialist, Technical Support, Helpdesk, or a similar role within a technology company.
• Experience supporting customers using a SaaS product.
• Strong written and verbal communication skills in English.
• Ability to investigate issues thoroughly, identify underlying causes, and explain technical or product-related topics to technical and non-technical audiences.
• Strong organizational skills and ability to manage multiple customer cases simultaneously.
• Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams.
• Based in Singapore and available to work 09:00–17:00 Singapore Time.
• Willingness to work flexibly during onboarding and transition to APAC support hours when required.
• Empathetic, people-oriented, self-motivated, adaptable, and comfortable working autonomously across time zones and cultures.

Nice to have

• Experience supporting enterprise accounts or B2B enterprise customers.
• Experience handling complex customer environments, escalations, or incident management.
• Knowledge of CRM, ticketing, and customer success platforms such as Intercom.
• Experience creating help center content, automated workflows, or AI-assisted support resources.
• Experience in climate, ESG, sustainability, or carbon accounting.
• Mandarin language skills.

Culture & Benefits

• Fully remote role with a standard APAC support schedule and flexibility for global collaboration.
• International SaaS environment with offices in Paris, Montpellier, London, and Denver.
• Work aligned with climate action, sustainability, and social performance goals.
• B Corporation focused on creating value for society and the planet.