Customer Support Operations Specialist (SaaS)

Location: Lehi, Utah, United States; hybrid workplace

Company

hirify.global operates an ecommerce technology business supporting brands and partners across Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre.

What you will do

• Resolve assigned Pi and SaaS support tickets within SLA.
• Support Customer Support Specialists by answering process and tooling questions, handling escalations, and covering overflow.
• Identify bottlenecks and repetitive work in routing, tagging, macros, handoffs, and reporting, then propose, test, and roll out improvements.
• Build and maintain SOPs, macros, knowledge base articles, standardized playbooks, and enablement content.
• Track FRT, resolution time, handle time, CSAT, SLA adherence, and backlog health; identify trends and measure improvement impact.
• Route bugs and platform requests to Technical Support, Product, Engineering, and Ecommerce with complete details, using AI tools and automation to reduce manual work.

Requirements

• Bachelor’s degree or equivalent experience.
• 1+ years of experience in customer support, SaaS support, or a similar operations role; motivated candidates earlier in their careers are encouraged to apply.
• Strong troubleshooting and problem-solving skills, with a root-cause-oriented approach.
• Hands-on familiarity with ticketing and tracking tools such as Zendesk, ClickUp, and Asana.
• Comfort working with spreadsheets, dashboards, or similar data tools to identify hirify.globals and measure changes.
• Clear written communication and the ability to turn complex or disorganized processes into simple documentation.
• Curiosity about AI tools and automation for workflow efficiency.
• Collaborative mindset and ability to support teammates across shifts and teams.

Culture & Benefits

• Values open-minded problem solving, new ideas, continuous improvement, and accountable execution.
• Emphasizes data-driven decisions and measuring the effects of solutions.
• Prioritizes clear communication, constructive feedback, partner needs, and personable interactions.
• Encourages initiative, teamwork, recognition of contributions, and support across departments.
• Provides collaboration with Customer Support, Technical Support, Ecommerce, Product, and Engineering, with mentorship from Customer Support leadership.
• Offers potential progression into Senior Support Operations, Technical Support, Support Enablement and Training, or Customer Support leadership.

Hiring process

• Phone interview.
• Video interview and onsite panel interview.
• Reference checks, executive review, and offer.