Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Delivering accurate, efficient, and high-quality support across email and chat channels for an e-commerce marketing platform with an accent on product features, internal processes, and cross-functional collaboration. Focus on resolving issues, managing escalations, and identifying improvement opportunities, while mentoring junior colleagues.

Location: Hybrid, based in Turkey. Must be available to cover weekend shifts and work from 7AM–9PM EET time.

Salary: 1100 EUR/month (gross)

Company

hirify.global is a customer-funded, product-focused company providing an email and SMS marketing platform for e-commerce businesses to drive growth.

What you will do

• Deliver accurate and high-quality email and chat support.
• Stay informed about product features and internal processes to provide timely solutions.
• Collaborate with internal teams (Product, Tech Support, Deliverability) to resolve issues and manage escalations.
• Proactively share ideas and contribute to process and workflow enhancements.
• Take ownership of specialized areas (e.g., billing, outages) and lead related initiatives.
• Mentor junior colleagues, share knowledge, and foster team growth.

Requirements

• Fluency in English, both written and spoken.
• Proven customer support experience (above 1 year), ideally in tech or SaaS.
• Strong ownership mindset, maturity, and reliability.
• Excellent communication skills (clear, empathetic, professional).
• Problem-solving ability with attention to detail.
• Flexibility to adapt to changing situations and schedules.

Culture & Benefits

• Contractor-based position.
• Quarterly salary reviews.
• Unlimited learning budget after 3 months.
• Private health insurance and unlimited access to psychotherapy.
• Workstation budget (420 EUR).
• Work anniversary gifts and attractive workations/team-building events.
• Data-driven, transparent culture with experienced professionals (70%+ senior colleagues).