Customer Support Specialist

Location: London, United Kingdom; hybrid work model with office and remote options.

Company

hirify.global is an AI recruitment platform that captures recruiting context and uses agents to reduce administrative work for recruiters.

What you will do

• Own inbound customer support conversations in Intercom from first response through resolution and follow-up.
• Diagnose, troubleshoot, and reliably reproduce technical issues involving CRM/ATS integrations, data synchronization, APIs, permissions, and browser environments.
• Communicate with customers through chat, email, phone, and video calls while setting expectations and providing timely updates.
• Work with Product and Engineering to escalate issues, validate fixes, and improve the product.
• Identify recurring issues, collect customer feedback, and help prioritize product improvements.
• Create and update Intercom articles, FAQs, troubleshooting playbooks, and support processes.

Requirements

• Experience in Customer Success or Customer Support within a SaaS startup environment.
• Customer support experience with strong written and verbal communication skills.
• Ability to simplify and translate complex ideas for different audiences.
• Strong listening, problem-solving, prioritization, and proactive learning skills.
• Ability to manage multiple ongoing priorities and live projects.
• Ability to work cross-functionally with distributed remote teams in a startup environment.

Nice to have

• Experience troubleshooting integrations.
• Experience working for a recruitment technology company.
• Previous recruiting experience.
• Strong presentation skills.
• Strong technical acumen.

Culture & Benefits

• Transparent, trust-based, flexible culture where employee feedback and ideas are valued.
• Flexible hybrid work model with office, remote, virtual, and company meetup collaboration.
• 25 days of holiday excluding public holidays.
• MacBook and additional technology or software required for the role.
• Private medical, dental, and vision insurance; income protection insurance; extended mental health cover; and an Employee Assistance Programme.
• Compassionate leave, monthly social events, and the opportunity to make an impact in an early-stage startup.