Customer Support Advocate (SaaS)

Location: Hybrid role based in the New York City office, United States. The regular schedule is Monday–Friday, 7:00 a.m.–4:00 p.m. EST. Mandatory paid training runs Monday–Friday, 9:00 a.m.–6:00 p.m. EST for approximately four weeks.

Salary: $26.44–$31.25 per hour.

Company

hirify.global provides HR, payroll, benefits, compliance, and software services that help small businesses manage their operations.

What you will do

• Manage inbound employee inquiries through phone, email, and chat.
• Provide expert support on software, benefits, payroll, compliance, and HR services.
• Assist with benefits eligibility and enrollment, including medical, dental, vision, retirement, COBRA, and spending accounts.
• Resolve questions about paychecks, time and attendance, tax withholdings, and tax documents.
• Manage CRM cases, keep customers informed, and escalate complex issues to team leads or subject-matter experts.
• Identify product and process improvements and communicate software bugs to engineering.

Requirements

• At least four years of professional customer service experience, preferably in B2B SaaS or contact center environments.
• Strong verbal and written communication skills, empathy, responsiveness, resourcefulness, and attention to detail.
• Ability to learn new products and explain complicated topics in simple terms.
• Ability to develop creative solutions, prioritize workload, and take ownership of results.
• Ability to work the required EST schedule and attend the mandatory paid training period.

Nice to have

• Experience with SaaS, HR, payroll, PEOs, or health benefits.
• Spanish or another second language at business conversation level.

Culture & Benefits

• Welcoming, casual, and supportive work environment.
• Benefits and wellness program offerings.
• Company retreats and opportunities to learn from leaders in the startup community.
• Focus on empathy, ownership, adaptability, curiosity, integrity, and continuous improvement.
• Inclusive workplace with reasonable accommodations for disabilities and sincerely held religious beliefs.