Social Support Specialist

TL;DR

Social Support Specialist: Responsible for being the public face of customer support on social media platforms like X, managing the end-to-end social support strategy, and influencing hirify.global’s broader approach to social engagement. Focus on real-time customer engagement, program ownership, and escalation management while upholding hirify.global's brand voice.

Location: Hybrid in New York, New York, or San Francisco, California. In-person collaboration is essential, requiring work from offices on Mondays, Tuesdays, and Thursdays (Anchor Days).

Salary: $132,000 – $150,000 per year

Company

hirify.global provides a single workspace for teams to manage docs, notes, projects, calendar, and email, with AI built in.

What you will do

• Engage directly with customers on X and other social platforms, representing hirify.global’s public-facing support.
• Own and evolve the daily operations and strategy for hirify.global’s social support program.
• Manage social and executive support escalations, collaborating directly with internal teams to ensure resolution.
• Assess opportunities to expand hirify.global’s social support presence to new platforms.
• Oversee CX's support for hirify.global Ambassadors, ensuring quality and consistency.
• Collect, synthesize, and share product feedback and trends from social channels with relevant teams.

Requirements

• 5+ years of experience in customer support, customer experience program management, or social media support/engagement roles, preferably at a SaaS or technology company.
• Exceptional writing skills with a keen sense of judgment and empathy for public online communication.
• Direct experience managing customer conversations on X, Instagram, LinkedIn, or similar platforms.
• Strong understanding of social media tools (e.g., Sprout Social) for monitoring, engagement, and reporting.
• Proactive, organized, and able to manage multiple priorities in a fast-moving environment.
• Comfortable working cross-functionally and navigating ambiguity with product, engineering, marketing, and community teams.

Nice to have

• Experience supporting or moderating online communities (forums, Discord, Slack, Telegram).
• Familiarity with SaaS product feedback loops and customer advocacy programs.
• Prior experience at a company with a strong social brand presence.

Culture & Benefits

• Work from offices on Mondays, Tuesdays, and Thursdays (Anchor Days) for in-person collaboration.
• Opportunity to shape the entire social support strategy from the ground up.
• Committed to providing highly competitive cash compensation, equity, and benefits.
• Represent hirify.global's brand voice—warm, direct, and genuinely helpful—in every interaction.
• Collaborate with internal teams across Product, Engineering, Marketing, and Community.