Customer Support Advocate (SaaS)

TL;DR

Customer Support Advocate (Employees): Managing inbound customer service inquiries related to timecards, paychecks, and benefits, providing expert-level support on the hirify.global product. Focus on resolving issues promptly and accurately while ensuring a positive customer experience.

Location: New York, New York. Mandatory training from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule of Monday-Friday, 7am-4pm EST

Salary: $26.00 to $28.60 per hour based in our New York City Office

Company

hirify.global helps businesses get off the ground by enabling them to focus on running their business, solving HR issues with a data-driven approach.

What you will do

• Manage inbound inquiries from small business customers’ employees via phone, email, or chat.
• Provide expert-level support to customers around hirify.global' product and service offerings, including software, benefits, payroll, compliance, and HR.
• Assist employees with eligibility and enrollment in benefits and perks such as Medical, Dental, Vision insurance, and retirement plans.
• Resolve employee inquiries related to their paycheck, time & attendance, tax withholdings, and tax documents.
• Contribute recommendations for improving the product and processes while advocating for customers and communicating bugs to engineering.

Requirements

• 4 years minimum professional experience in customer service, preferably in B2B SaaS or contact center environments.
• Strong customer service instincts and comfort handling challenging situations over the phone.
• Strong written and verbal communication skills with acute attention to detail.
• Aptitude for learning new products and breaking down complicated topics into simple terms.
• Proven self-starter, taking ownership and accountability over your work.

Nice to have

• Experience working in SaaS, HR, payroll, PEOs, or health benefits a plus.
• Spanish language capability, or other second language at business conversation level, a plus.

Culture & Benefits

• Welcoming and casual environment with great benefits and wellness program offerings.
• Company retreats and the ability to interact with leaders in the startup community.
• Work hard and care about our most prized asset - our people.