Customer Support Representative

TL;DR

Customer Support Representative (SaaS): Providing personalized and trusted support to restaurant teams using hirify.global via chat, email, and phone with an accent on customer satisfaction, troubleshooting, and product education. Focus on solving customer issues, creating training materials, and collaborating with internal teams to enhance customer experience.

Location: Remote (Vancouver, Canada)

Company

hirify.global is a scheduling and payroll platform designed to help restaurant teams thrive by simplifying team management and improving performance for over 55,000 restaurants.

What you will do

• Act as the first point of contact for customers via chat, email, and phone to troubleshoot and resolve issues
• Educate customers on product usage and develop training materials and videos
• Identify customer needs and propose creative solutions to enhance their business
• Track and report software bugs and common issues to relevant teams
• Collaborate actively with the Support team in meetings and discussions

Requirements

• Location: Remote work based in or near Vancouver, Canada
• 1-2 years experience in technical customer support or similar role
• Strong written and verbal communication skills
• Experience with web and mobile apps troubleshooting
• Ability to learn quickly and adapt to new product features
• Customer-oriented mindset with problem-solving skills

Nice to have

• Experience in SaaS support
• Experience with US Payroll software
• Experience in the restaurant industry
• Fluency in Spanish or French

Culture & Benefits

• Opportunities for learning and growth in a fast-evolving product
• Supportive and inclusive work environment with hybrid work options
• Health and wellness benefits including health, dental, and parental leave
• Flexible vacation policy and remote work flexibility
• Professional growth support with coaching and development planning
• Modern work tools and home office setup provided