Customer Experience Associate

TL;DR

Customer Experience Associate: Providing high-quality customer assistance and troubleshooting for hirify.global's platform, with an accent on effective communication and problem-solving. Focus on becoming a product expert, resolving escalated situations, and contributing to product improvements.

Location: Fully remote within the USA. This position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment.

Salary: Up to $55,000

Company

hirify.global is a leading safety technology platform providing hardware and software solutions for crime prevention and security in communities.

What you will do

• Become an expert on hirify.global's platform, serving as a valuable resource for customers.
• Provide quick, friendly, and high-quality assistance via phone, live chat, and email.
• Empower customers by sharing tips and best practices for using the software.
• Partner with Product, Engineering, Operations, Sales, and Customer Success teams to resolve escalated situations.
• Make recommendations to the hirify.global product to drive change and magnify impact.
• Contribute to the hirify.global Customer Help Center.

Requirements

• 2+ years of demonstrated excellence in customer-facing roles.
• Comfortable supporting customers through a variety of contact channels, including phone, chat, and/or email.
• Excellent written and verbal communication skills.
• Experience troubleshooting technical software and finding creative solutions.
• Ability to work independently, prioritize, and manage multiple tasks.
• Ability to obtain and maintain Criminal Justice Information Services (CJIS) certification.
• Ability to work weekend shifts may be required.

Nice to have

• Experience with Salesforce/Jira or similar tools.

Culture & Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits plan for employees (Medical, Dental, Vision) including an HSA match.
• 12 weeks of 100% paid parental leave, with additional 6-8 weeks for birthing parents.
• Fertility & Family Benefits through Maven and a $50,000 lifetime maximum for eligible adoption, surrogacy, or fertility expenses (in 2025).
• Caregiver support via Cariloop.
• WFH Stipend ($150 per month), Productivity Stipend ($300 per year), and Home Office Stipend ($750 one-time).
• Pet Insurance through Pumpkin.
• Employee Resource Groups (ERGs) such as Women of Flock, Flock Proud, LEOs, and Melanin Motion.
• Carta Tax Advisor sessions for equity tax advice.

Hiring process

• First 30 days: Learn the role, systems, and tools; listen to calls and respond to emails with approval.
• First 60 days: Expand FlockOS knowledge, potentially answer Inbound Sales line calls, increase email responses, and contribute to knowledge bases.
• 90 days & Beyond: Become proficient with software/hardware, propose improvements, and handle incoming chats if needed, performing at a high standard.