Customer Support Specialist

Location: Fully remote; 8 hours a day, 5 days a week, with some weekend shifts on a rotation

Salary: USD 500–1,000 per month based on experience, plus a quarterly bonus based on user retention

Company

hirify.global develops fully automated language tutoring experiences powered by generative AI avatars.

What you will do

• Answer Premium subscriber tickets through Intercom across email, chat, and notes.
• Resolve subscription, billing, refund, and cancellation requests using Stripe, Google Play Console, and RevenueCat.
• Understand cancellation reasons and provide appropriate retention options, including win-backs.
• Process refunds and cancellations accurately according to policy while meeting CSAT and first-response SLA targets.
• Identify recurring bugs and user feedback, and report clear examples to Product.
• Improve support macros, help-center articles, and AI support agent answers.

Requirements

• 2+ years of customer support experience, ideally with a subscription app, SaaS, or edtech product.
• Fluent English with clear, warm, and concise written communication.
• Hands-on experience with Intercom or a similar help desk such as Zendesk, Freshdesk, or Help Scout.
• A strong focus on fully resolving customer problems rather than only closing tickets.
• Comfort working with CSAT and response-time metrics.
• Calm and empathetic handling of frustrated users and billing disputes.
• A reliable home setup with stable internet and a quiet place to work.

Nice to have

• Experience with Stripe, Google Play Console, App Store Connect, or RevenueCat.
• Retention or save-desk experience, including cancellation flows, offers, or win-backs.
• A second language spoken by users, such as Portuguese, Spanish, Italian, or German.
• Experience working alongside AI support agents or chatbots.

Culture & Benefits

• Early-stage startup environment with a global team of 50 innovators.
• Six-month contract initially, with the option to extend into a long-term full-time role based on performance.
• Equity through stock options.
• 26 days of holiday plus bank holidays, for 34 days per year.
• Yearly off-sites, health and wellness benefits through Safetywing, access to AI productivity tools, and an annual educational budget of up to USD 1,000.

Hiring process

• Feedback is provided throughout the interview process.