Customer Service Specialist (SaaS)

Location: Onsite Monday–Friday at the Draper, Utah office

Salary: Depends on qualifications

Company

hirify.global builds GovTech SaaS solutions that simplify HR and compliance workflows for government and education organizations.

What you will do

• Listen to customers, identify their goals, answer questions, and provide product guidance.
• Deliver troubleshooting, training, and implementation support through phone, virtual meetings, email, and digital channels.
• Provide ongoing follow-up and maintain accurate customer communication.
• Investigate issues by replicating them in test environments, researching solutions, documenting scenarios, and escalating when needed.
• Create and update Salesforce cases with interaction details, situation categories, and resolutions.
• Maintain advanced product knowledge, follow standard operating procedures, and contribute feedback to team success.

Requirements

• Bachelor’s degree or 1+ years of experience in customer support, training, or implementation.
• Experience supporting a SaaS product is preferred; HR and/or public safety software experience is an additional advantage.
• Effective verbal, non-verbal, and written communication skills.
• Decision-making, analytical, and time-management skills.
• Technical aptitude and the ability to learn and practice product knowledge.
• Empathetic problem-solving, initiative, adaptability to fluctuating customer-request volumes, and commitment to high-quality service.

Culture & Benefits

• Full-time employees receive medical, dental, vision, and other comprehensive benefits effective on Day 1.
• Generous paid time off and 12 weeks of paid parental leave support work-life balance.
• 401(k) matching is provided.
• Supportive leadership and autonomy to grow professionally.
• Company-provided lunches and a stocked kitchen are available at the Draper office.
• Inclusive and diverse work environment.

Hiring process

• The hiring process may include AI screening for keywords and minimum qualifications; recruiters review all screening results.