Product Support Specialist (AI, SaaS)

TL;DR

Product Support Specialist (AI, SaaS): Providing expert assistance, problem-solving, and educating customers on an AI-powered business planning platform with an accent on diagnosing product issues, developing processes, and acting as the voice of the customer. Focus on proactive customer health monitoring, continuous learning, and ensuring outstanding service in a global, fast-paced environment.

Location: Hybrid in London or Paris, requiring office attendance at least 3 days a week.

Company

hirify.global is an AI-powered business planning and performance management SaaS platform, founded in 2019, enabling teams to build, adapt, and align strategic plans in real time.

What you will do

• Serve as the primary point of contact for customer assistance.
• Diagnose, replicate, and resolve product issues in collaboration with the engineering team.
• Educate customers and identify knowledge gaps to improve product usage.
• Develop and optimize processes with cross-functional partners.
• Represent customer needs to the Product team to align the roadmap.
• Provide outstanding customer service and contribute to a multi-award-winning support team.
• Proactively monitor customer workspaces and fix problems before they are noticed.
• Continuously learn and develop within the Support function and other areas of the organization.

Requirements

• Strong "can-do" attitude and hands-on approach.
• Excellent written and interpersonal communication skills.
• General technical know-how and affinity for learning new software.
• Independent, empathetic, and accountable work ethic.
• Strong project management skills and ability to deliver on time.
• Experience in application support, technical support in SaaS, or FP&A/Modeling.
• English: Professional proficiency required.
• Ability to work from the London or Paris office at least 3 days a week.

Nice to have

• Knowledge of spreadsheets or business planning.
• Familiarity with HTML, CSS, SQL, APIs, or Data Integrations.
• Financial qualifications (Payroll, Accounting, Financial Risk Management, Pensions).
• Additional language skills.

Culture & Benefits

• Competitive package and stock options.
• Bike2work scheme.
• Trust and flexible working hours.
• Annual company offsite and brand new offices in major cities.
• High-end equipment provided.
• Commitment to supporting employee growth through training and development.
• Values: Thrive Together, Never Settle, Go for it, Be real, be humble.

Hiring process

• Background checks are conducted in accordance with applicable laws.
• AI tools may be used to support parts of the hiring process, but human judgment makes final decisions.