Customer Experience Coordinator

Location: In-person at the Brooklyn Navy Yard office with Remote Wednesdays; Brooklyn, NY.

Salary: $68,500–$72,000 per year, plus medical, dental, vision coverage, and a 401(k) plan.

Company

hirify.global helps enterprises manage end-of-life technology by repurposing usable hardware and providing affordable access to technology.

What you will do

• Own business customer support requests from first contact through confirmed resolution, responding across email, Slack, phone, and Zoom.
• Resolve questions involving device releases, ABM/MDM enrollment, reports, serial numbers, labels, boxes, the hirify.global app, billing, donations, and security paperwork.
• Coordinate with facilities, warehouse, engineering, logistics, and accounting to resolve operational, product, data, pickup, invoice, and credit issues.
• Keep account managers and sales representatives informed, route commercial questions to account owners, and flag relationship risks and opportunities.
• Set up and run the ticketing tool, knowledge base, and response templates while tracking issue types, response time, resolution time, and reopen rate.
• Identify recurring support issues, help fix them at the source, use Claude and ChatGPT for routine automation, and share support trends with leadership.

Requirements

• 2+ years of experience in customer support, customer success, or support operations, ideally supporting business customers.
• Strong written and verbal communication skills, including handling frustrated customers professionally and writing clear, complete replies.
• Excellent organization and ability to manage multiple open requests in a fast-paced environment.
• Experience working across teams to solve problems outside direct control.
• Ability to learn new systems quickly, including ticketing tools, customer applications, and internal dashboards.
• Strong attention to detail, a problem-solving mindset, a positive collaborative attitude, and willingness to help where needed.
• Curiosity about technology and how companies manage hardware.

Nice to have

• Experience with Zendesk, Intercom, Front, HubSpot, or another ticketing/help desk platform.
• Familiarity with IT asset management or device enrollment, including ABM, MDM, or Intune.
• Experience working with logistics, warehouse, or field operations teams.
• Experience using AI tools to improve support or documentation work.

Culture & Benefits

• Full-time role with an in-person Brooklyn office schedule and Remote Wednesdays.
• Gradual customer-request onboarding during the first 30 days to support learning and documentation.
• Collaboration with account managers and sales in Brooklyn, facilities and logistics in Fresno, and engineering teams.
• Medical, dental, and vision coverage, plus a 401(k) plan.
• Inclusive workplace encouraging applications from people with diverse backgrounds and experiences.

Hiring process

• Applicants who do not meet every qualification but believe they could be a match are encouraged to apply.