Senior Customer Support Specialist (SaaS, Payments)

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.