Customer Support Advocate (HR SaaS)

TL;DR

Customer Support Advocate (HR SaaS): Managing inbound inquiries and troubleshooting for small business customers on payroll, tax, benefits, and HR matters with an accent on providing creative solutions, guiding customers through the hirify.global platform, and resolving complex issues. Focus on managing open issues to ensure timely resolution and contributing to customer retention and product/process improvements.

Location: Hybrid, based in New York, New York

Salary: $32.00–$35.20 per hour

Company

hirify.global helps businesses by solving HR issues and enabling them to focus on running their business through a data-driven approach.

What you will do

• Manage inbound customer inquiries via phone, email, and chat.
• Interface with customers and executives on the hirify.global platform regarding compliance, payroll, time off, reporting, and HR topics.
• Troubleshoot issues, provide guidance, and develop creative solutions.
• Manage open issues queue to ensure timely resolution.
• Contribute to customer retention and product/process improvements.
• Display professionalism and compassion when working on sensitive matters.

Requirements

• 5+ years minimum professional experience in customer service, preferably in B2B SaaS or contact center environments.
• 1+ year minimum experience in payroll, benefits, and/or HR administration.
• Comfort handling challenging situations over the phone and speaking with all levels of management.
• Strong written (email and chat) and verbal (telephony) communication skills with acute attention to detail.
• Aptitude for learning new products and helping to break down complicated topics.
• Proven self-starter, taking ownership and accountability over your work.

Nice to have

• Spanish language capability, or other second language at business conversation level.

Culture & Benefits

• Welcoming and casual environment with great benefits and wellness program offerings.
• Supportive, entrepreneurial environment focused on building something meaningful.
• Company values: Camaraderie, Openness, Grit, Integrity, Simplicity (COGIS).
• Variety of shifts and hours are available.