Account Specialist (SaaS)

TL;DR

Account Specialist (SaaS): Serving as a premium-facing product generalist and primary responder for assigned accounts with an accent on troubleshooting and resolving complex, cross-functional technical issues. Focus on improving product usage patterns, proactively monitoring customer health, and ensuring timely, high-quality service.

Location: Remote from Mexico

Company

hirify.global is an AI-powered, all-in-one white-label sales & marketing platform empowering agencies, entrepreneurs, and businesses globally.

What you will do

• Serve as a Premium-facing product generalist and Slack-primary responder for assigned Premium accounts.
• Troubleshoot and resolve complex, cross-functional technical issues, partnering across various internal teams.
• Answer product-related queries, resolve usage blockers, and provide timely support through Slack-first engagement.
• Help customers avoid repeat issues and build confidence by improving their product usage patterns.
• Monitor customer health signals via internal dashboards and proactively follow up on technical blockers and unresolved issues.
• Manage account coverage, handoffs, and ticket ownership transparently to ensure timely, high-quality service.

Requirements

• BA/BS in Computer Science or equivalent combination of education and experience.
• 2-3 years of practical experience supporting a B2B SaaS platform.
• 3+ years experience in Client Relations, Account Management, and technical customer support.
• Proven experience managing dedicated client relationships or high-value accounts in a technical support capacity.
• Exceptional client-facing communication skills (oral, written, and interpersonal).
• Demonstrates a proactive motivation to solve tough technical problems.
• Ability to diagnose, troubleshoot, and resolve issues over the phone, email, or chat.
• Comfortable conversing over live Zoom and Phone conversations.
• Fluent in English.

Nice to have

• Knowledge of Highlevel will be an added benefit.

Culture & Benefits

• Operate in a global, remote-first environment with over 1,500 team members across 15+ countries.
• Cultivate a culture where innovation thrives, ideas are celebrated, and people come first.
• Platform powers over 1.5 billion messages and helps generate over 200 million leads for over 2 million businesses monthly.

Hiring process

• Artificial intelligence (AI) tools may be used to support parts of the hiring process, but final hiring decisions are ultimately made by humans.