TL;DR

Senior Customer Support Specialist (SaaS, Payments): Proactively solving problems and nurturing relationships with a growing base of software clients, offering top-notch support, and cultivating strong customer satisfaction with an accent on technical troubleshooting and process improvement. Focus on resolving complex queries, driving product feedback, and enhancing support workflows.

Location: Remote (Global)

Company

%hirify_global% offers a unique Merchant of Record payment infrastructure for digital product companies, serving over 5000 software sellers in 245 territories globally.

What you will do

Respond to and resolve customer queries through email, chat, and Twitter.
Drive the Product Feedback program to advocate for software sellers.
Increase customer satisfaction and build loyalty through personal customer support.
Contribute to Knowledge Bases, FAQs, and Developer Documentation to develop the team and improve %hirify_global%.
Innovate on existing processes and identify inefficiencies in support workflows.
Escalate critical support issues and support system-wide status updates.

Requirements

2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product.
Proficient English speaker (B2 level required).
Basic knowledge of HTML, CSS, and JavaScript, with experience using browser developer tools.
Experience using and testing APIs and providing customer support on API-related queries.
Comfortable making basic SQL queries.
Used to working remotely and communicating with teams across different time zones (GMT, AEST, EST).
Possess an investigative mindset and problem-solving approach.

Nice to have

Worked for a B2B SaaS company, ideally offering customer support to other software companies.
Thrives in a dynamic environment and can adapt to evolving priorities.

Culture & Benefits

Transparent, collaborative, and respectful global culture.
Digital-first company with options for remote, hub-based, or hybrid work.
Unlimited holidays and enhanced parental leave.
Annual learning fund and regular internal/external training for personal development.
Attractive salaries, stock options, retirement plans, private healthcare, and well-being initiatives.
Opportunity to cover weekends on a rotation with the current team.