Customer Support Specialist (SaaS)

Location: Remote - USA; Monday-Friday, 9-6 EST with occasional holiday and additional coverage.

Salary: $31.25 per hour plus a 10% bonus of annual base compensation.

Company

hirify.global provides a SaaS client experience platform for appointment-based self-care businesses, including salons, spas, medspas, and barbershops.

What you will do

• Own complex Tier 1 tickets for SMB, midmarket, strategic, and enterprise customers.
• Assist customers through live chat, email, text, phone, and screen-sharing while troubleshooting and resolving technical issues.
• Communicate technical information clearly, adapt responses to individual cases, and de-escalate challenging interactions.
• Identify incidents and follow Tier 1 incident response protocols.
• Contribute to knowledge bases, SOPs, enablement materials, macros, and process improvements.
• Collaborate with Finance, Engineering, Product, and Customer Experience teams while surfacing trends, churn risks, and upsell opportunities.

Requirements

• 2-4+ years of customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment.
• Experience supporting a complex technical platform involving data, reporting, permissions, scheduling, payments, inventory, or similar systems.
• Working knowledge of Tier 1 incident response and strong troubleshooting, critical thinking, and judgment under pressure.
• Excellent verbal and written communication, empathy, resilience, patience, and problem-solving skills.
• Availability for the standard 9-6 EST schedule, with occasional extended days and holiday on-call coverage.

Nice to have

• Experience supporting a technical platform in the self-care, data, or medical industries.

Culture & Benefits

• Fully remote work with a monthly work-from-home stipend.
• 401(k) match, dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Family planning resources and specialized support programs.
• Equity and access to the hirify.global Bucks learning and development program.