Customer Care Advisor (Intellectual Property)

Location: Hybrid role requiring 2–3 days per week in the Alexandria, Virginia, United States office.

Salary: $44,000–$55,000 USD per year, plus eligibility for annual bonus earnings.

Company

hirify.global provides products and services for intellectual property and patent renewal customers.

What you will do

• Act as the first point of contact for internal and external customers through phone, email, and chat.
• Resolve product and service inquiries using CRM and/or ITSM systems while following processes and best practices.
• Document customer interactions, maintain response quality and turnaround times, and keep stakeholders updated.
• Prioritize issues, resolve sensitive situations, and escalate complaints or complex topics to managers, higher service tiers, or relevant departments.
• Identify at-risk customers, investigate and report straightforward issues or enhancement requests, and communicate customer feedback.
• Collaborate with Customer Care and other departments, support additional workloads, and participate in mentorship programs when needed.

Requirements

• Bachelor's degree or equivalent relevant work experience in customer care or service.
• At least 1 year of experience in a customer support-related role.
• At least 1 year of experience using Microsoft Office Suite, particularly Outlook, Word, and Excel.

Nice to have

• Proven customer service skills, including urgency, proactivity, customer focus, follow-through, and follow-up.
• Strong interpersonal, written, verbal, face-to-face, and phone communication skills.
• Problem-solving skills and the ability to resolve customer conflict using guidelines and judgment.
• Flexibility, adaptability, prioritization, independent work, and deadline management.
• Experience training and mentoring others.

Culture & Benefits

• Full-time, permanent hybrid position.
• Collaborative Customer Care team of more than 40 people in the US and Belgrade, including Service Account Managers and Senior Customer Care Advisors.
• Benefits include medical, dental, prescription drug, life insurance, 401(k) with match, long-term disability coverage, vacation, sick time, volunteer time, and discount programs.
• Work supports patent renewal customers and emphasizes service excellence, teamwork, and hirify.global's company values.