Customer Experience Specialist (HR Tech)

TL;DR

Customer Experience Specialist (HR Tech): Being the first point of contact for customers to troubleshoot technical issues, identify product bugs, and educate on hirify.global’s platform with an accent on delivering exceptional customer experience. Focus on solving complex technical challenges, collaborating with cross-functional teams, and contributing to AI chatbot training.

Location: Hybrid in Australia, requiring 2 days a week in the office, with working hours 9 am to 5 pm AEST/AEDT. Temporary remote work from anywhere in the world for up to 2 months is available after 6 months of employment.

Company

hirify.global is an HR Tech company focused on providing a positive customer experience with its SaaS platform and offering pre-IPO equity to employees.

What you will do

• Provide technical support and solutions via email and Zoom sessions.
• Troubleshoot and investigate customer-reported issues, escalating when necessary.
• Collaborate with internal teams across Product, Engineering, Customer Success, and Professional Services to resolve complex cases.
• Develop and maintain knowledge content for the Help Center, Community, and internal teams.
• Contribute to AI chatbot training and automated ticket deflection.
• Proactively anticipate and solve customer challenges, ensuring consistent high-quality service and meeting KPIs.

Requirements

• Minimum 3 years of experience in customer-facing SaaS roles (customer support, technical support).
• Fluency in English, with strong verbal and written communication skills.
• Technical troubleshooting experience, with familiarity using tools such as Zendesk, Asana, Slack, and Salesforce.
• Ability to work in a fast-paced, dynamic environment and adapt quickly to change.
• Familiarity with AI solutions, platforms, and tools.

Nice to have

• Experience with enterprise-level accounts and SaaS platforms.
• Previous experience in HR Tech, API integrations, and enterprise support.
• Experience mentoring and/or coaching.

Culture & Benefits

• Competitive compensation and company share options plan (pre-IPO equity).
• Work from home allowance to set up your home office.
• 2 Social Impact days per year for volunteering.
• Catered Thursday lunches and coffee.
• Dog-friendly office.
• Fun company and team social events.
• "Bob balance days" for company-wide long weekends each quarter.
• Additional day off each year for your Birthday.