Customer Experience Specialist

TL;DR

Customer Experience Specialist: Providing advanced technical support and escalation management for a SaaS HR platform with an accent on troubleshooting complex customer issues, system integrations, and AI-driven support improvements. Focus on resolving high-severity cases, collaborating with engineering and product teams, and enhancing support workflows and automation.

Location: Must be based in the New York Metro Area and work onsite 2-3 days per week in NYC office

Salary: $85,000 - $110,000 per year

Company

hirify.global is a high-growth HR SaaS startup providing an intuitive, data-driven platform for mid-size businesses to manage people globally and collaboratively.

What you will do

• Deliver advanced troubleshooting and act as primary escalation point for complex, high-severity customer issues.
• Partner with CX Engineers to investigate bugs, validate root causes, and improve product stability.
• Maintain and expand technical documentation, playbooks, and knowledge resources.
• Contribute to automation and AI initiatives to enhance support efficiency.
• Collaborate with Product and R&D teams on escalated issues and feature requests.
• Identify recurring issues and work on process improvements with engineering.

Requirements

• Must be located in the New York Metro Area and willing to work onsite 2-3 days per week.
• 3+ years in SaaS/technology customer-facing support roles with experience handling complex escalations.
• Hands-on experience with system integrations, APIs, and technical troubleshooting.
• Familiarity with Zendesk, Salesforce, Asana, Gong, or similar tools.
• Strong communication skills to translate technical findings for non-technical audiences.
• Analytical mindset with advanced problem-solving and root cause analysis skills.

Nice to have

• Bilingual in Spanish to support customers in English and Spanish.

Culture & Benefits

• Stock options at a high-growth unicorn startup.
• 100% subsidized medical, dental, and vision coverage.
• 401(k) with 3% company match from Day 1.
• Hybrid work model for NY metro area employees.
• Work from home allowance and temporary remote work-from-anywhere for up to 2 months after 6 months employment.
• Additional paid days off, wellness benefits, social impact days, and employee referral bonuses.