Lead Support Specialist (Marketing Analytics)

TL;DR

Lead Support Specialist (Marketing Analytics): Acting as the primary point of contact for customer inquiries and complex issues related to a marketing intelligence platform with an accent on troubleshooting data health, product questions, and improving support systems. Focus on cross-functional coordination, analytical problem-solving, and communicating complex concepts to diverse audiences.

Location: Remote - USA

Salary: $100,000 - $140,000 USD

Company

hirify.global is building an advanced marketing intelligence platform for top eCommerce brands, providing unified business data through powerful attribution modeling and customizable dashboards.

What you will do

• Act as the primary point of contact for customer inquiries and internal support tickets via various channels.
• Handle complex, high-context customer issues that require investigation, explanation, and cross-team coordination.
• Work directly with customers to troubleshoot setup, data health issues, and product-related questions.
• Identify educational gaps in customer understanding and work to close those gaps through documentation or product changes.
• Collaborate closely with Customer Success, Product, and Engineering, escalating technical or product-level issues with clear context.
• Proactively recommend and help implement improvements to support workflows, documentation, tooling, or handoff processes.

Requirements

• 3+ years of experience in Customer Support, Technical Support, or Customer Success, supporting SaaS products.
• Background or working knowledge of digital marketing, analytics, or marketing technology.
• Experience working directly with customers in a fast-paced, high-touch environment.
• Excellent written and oral communication skills, with the ability to adapt messaging for technical and non-technical audiences.
• Proficiency in Microsoft Excel (e.g., VLOOKUPs, SUMIFs).
• Strong analytical, problem-solving, organizational, and time management skills.

Culture & Benefits

• Equity package.
• Comprehensive healthcare benefits (medical, dental, and vision) and a 401(k) plan.
• Flexible PTO policy and 12 company-paid holidays.
• 12 weeks of paid parental leave.
• $500 work-from-home stipend.

Hiring process

• Typically begins with a 30-minute interview with a hirify.global recruiter.
• Followed by a video interview with the hiring manager.
• Includes a role-specific video interview and interviews with several team members.
• The final step is a video interview with the CEO/Co-founder.
• The entire interview process is usually 5-7 interviews total and requires around 5-8 hours.