Product Support Specialist (Fintech)

TL;DR

Product Support Specialist (Fintech): Providing first-line support for customers using the hirify.global real estate investment platform with an accent on troubleshooting ambiguous issues and ensuring customer satisfaction. Focus on assisting new customers, optimizing support workflows, and contributing to the development of training materials.

Location: Fully remote within the US and Canada.

Salary: $60,000 to $65,000 per year

Company

hirify.global is building a connected real estate investment management platform to cultivate strong investor relationships, reduce administrative expenses, and grow portfolios.

What you will do

• Monitor the support inbox and optimize workflows to reduce response time.
• Communicate with customers via phone, email, chat, and video calls to determine and address their needs.
• Troubleshoot issues and provide recommended solutions to the product development team.
• Assist new customers with platform onboarding, training, and coaching.
• Monitor customer reviews and follow up to improve customer experience.
• Ensure self-serve customer resources (support articles and videos) are up-to-date.

Requirements

• 2+ years of customer support experience in a SaaS environment.
• Excellent communication skills across various channels (chat, email, phone, video calls).
• Proficiency in support tools and platforms like Zendesk, Intercom, or Salesforce.
• Self-motivated and eager to learn new tools, technologies, and adapt to evolving demands.
• Analytical and problem-solving skills to troubleshoot ambiguous or complex issues.

Culture & Benefits

• Fully remote work within the US and Canada.
• Robust medical, dental, and vision insurance (99% employer-paid).
• 401k with 100% employer match up to 4% of annual salary.
• Uncapped paid time off with a required minimum to support work-life balance.
• Generous monthly allowance to support wellness and remote work.
• Travel to spend time with the team, including company-wide offsites.