Customer Support Specialist

TL;DR

Customer Support Specialist: Providing frontline support to customers primarily through live chat, email, and video, with an accent on troubleshooting product issues and managing high volumes of conversations. Focus on continuous improvement of workflows, knowledge sharing, and acting as the voice of the customer.

Location: Remote (US)

Salary: $27/hour

Company

hirify.global is a leading SaaS platform for public relations and communications professionals, offering an AI-powered platform to streamline PR workflows.

What you will do

• Provide frontline support to customers primarily through live chat, with some email and video support.
• Manage a high volume of simultaneous conversations with professionalism, accuracy, and efficiency.
• Troubleshoot product issues step-by-step, guiding customers with clear explanations.
• Escalate complex technical or account issues to appropriate teams, ensuring resolution.
• Collaborate with teammates to continuously improve workflows, processes, and knowledge sharing.
• Act as the voice of the customer, surfacing trends, pain points, and feedback to internal teams.

Requirements

• At least 1 year of experience in customer or technical support (B2B and SaaS preferred).
• Exceptional written and verbal communication skills, with an ability to listen and explain solutions clearly.
• Ability to independently troubleshoot, investigate, and resolve issues.
• Comfortable adapting quickly to changing priorities and customer needs.
• Familiarity with tools like Google Apps, Salesforce, Slack, Intercom, and GitHub.
• Must be willing to work one of the following shifts: 10:00am - 7:00pm EST.

Nice to have

• Experience working in public relations or familiarity with the industry.
• Familiarity with boolean searching.

Culture & Benefits

• Fully distributed team with a permanent remote setup, including home office stipend, phone and internet reimbursement.
• Competitive geo-neutral pay in the U.S. with annual reviews, 401(k) with employer contributions, and equity opportunities.
• Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents.
• 4+ weeks of PTO, plus paid sick and mental health days, and 13 paid holidays.
• Transparent pathways for internal mobility and promotion, with unlimited access to Coursera and O’Reilly.
• Inclusive, customer-first culture, trusted by 3,000+ companies worldwide.

Hiring process

• 15-30 min interview with a member of our Talent Team.
• A 1-hour Zoom interview with the hiring manager.
• Skills assessment (2 hours max).
• Peer interviews with several team members.
• Final call(s) with executive team member(s).