Senior Support Specialist

Location: US Remote; candidates must be authorized to work in the US without additional sponsorship

Salary: $65,000–$80,000 per year, based on experience, plus equity in the form of Restricted Stock Units.

Company

hirify.global provides a healthcare information platform using data and AI technology to improve doctor interactions, patient outcomes, health equity, and drug development.

What you will do

• Own complex and escalated customer issues from intake through resolution, routing issues appropriately when needed.
• Manage Zendesk tickets and collaborate with Customer Success, Data, Engineering, and Product.
• Drive Jira escalations, reproduce and validate bugs, and support accurate issue categorization.
• Lead cross-functional projects, set milestones, coordinate stakeholders, and improve support operations.
• Identify ticket trends, operational and data risks, blockers, and solutions before they affect customers.
• Mentor and coach support team members while creating and maintaining technical documentation and SOPs.

Requirements

• 6+ years of customer-facing support experience, including at least 2 years at a senior, lead, or escalation level.
• Previous experience in a B2B SaaS business environment.
• Hands-on experience with ticketing and issue-tracking systems such as Zendesk, Jira, or Salesforce.
• Experience leading projects or process improvements with cross-functional teams.
• Experience mentoring, training, or guiding support team members.
• Fluent English, written and spoken, with the ability to communicate clearly with senior stakeholders.
• Ability to explain complex concepts to audiences with different levels of technical expertise.
• Strong organizational skills, ability to manage multiple issues and projects, independent prioritization with very little direction, attention to detail, accountability, and customer empathy.
• Must be authorized to work in the US without additional sponsorship due to data access requirements.

Nice to have

• SQL, AWS Athena, S3 Buckets, API, MS Excel, or G-Suite experience.
• Experience with healthcare, life sciences, or data products.
• Experience writing SOPs, knowledge base articles, or help center content.

Culture & Benefits

• Full-time remote work for the US-based role.
• Health insurance options, generous paid time off, and company-wide wellness holidays.
• Retirement options and health and charitable donation stipends.
• Impactful Business Resource Groups and an inclusive workplace.
• Opportunity to work with biotech and life sciences companies in an innovative healthcare-focused industry.