Staff Customer Support Advocate (SaaS)

TL;DR

Staff Customer Support Advocate (SaaS): Providing expert frontline customer support, handling complex cases, and troubleshooting challenging user issues with advanced technical knowledge. Focus on leading strategic projects that improve the team and customer experience, optimizing workflows, enhancing support processes, or improving documentation.

Location: Must be based in North American time zones (PST/CST/MST/EST | GMT -8 to -5), for example anywhere in the USA.

Salary: US$96,220.80 - $120,614.00 depending on the cost of living in your location.

Company

hirify.global builds software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

What you will do

• Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence.
• Investigate and troubleshoot challenging user issues with advanced technical knowledge.
• Answer questions throughout the entire user journey via live chat, email, and Zoom calls.
• Lead strategic projects that drive significant organizational impact.
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders.
• Create comprehensive educational content (videos, documentation, quizzes) for customers and internally.

Requirements

• Significant (7+ years) experience in customer-facing roles, especially in SaaS.
• Excellence in frontline customer support with consistent high performance.
• Advanced troubleshooting abilities for complex technical issues.
• Experience balancing daily support responsibilities with strategic initiatives.
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience.
• Experience mentoring team members and driving knowledge sharing.

Culture & Benefits

• Supportive, radically transparent, and caring team environment.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.