Customer Support Specialist (SaaS)

Location: Remote for candidates based in the Philippines; full-time Monday through Friday, 9:00 AM–5:00 PM Philippines time, with coverage overlap and occasional shift changes as the team grows.

Company

hirify.global provides a connected SaaS platform used by travel agencies and advisors to manage clients, design and sell trips, market their brands, and run back-office operations.

What you will do

• Provide high-quality support through live chat and email alongside an AI agent, handling rare phone escalations.
• Troubleshoot platform issues and guide customers through workflows clearly and calmly.
• Escalate bugs, technical issues, and account concerns to the appropriate stakeholders.
• Manage multiple customer conversations while maintaining continuity and responsiveness.
• Identify customer pain points and product feedback, contributing to help articles, internal documentation, and process improvements.
• Support customers with professionalism, empathy, urgency, and ownership.

Requirements

• Required experience supporting customers within a SaaS platform.
• Strong written English with clear, warm, and confident communication.
• Critical thinking and the ability to resolve complex issues independently.
• Calm, organized, and steady performance in a busy support queue.
• Ability to learn new tools quickly and work comfortably with technical issues.
• Strong ownership, follow-through, and accountability.
• Must be based in the Philippines and work the specified full-time schedule.
• Must provide a reliable computer and internet connection.

Nice to have

• 2+ years of experience in customer support, customer experience, or technical support.
• Experience with Intercom, GitHub, HubSpot, or similar tools.
• Background in the travel industry.

Culture & Benefits

• Independent contractor role with full-time hours and fully remote work.
• Competitive compensation based on experience.
• Opportunity for long-term growth within the client experience team.
• Local taxes and compliance requirements in the Philippines are the contractor’s responsibility.