Customer Support Representative I (AI, SaaS)

TL;DR

Customer Support Representative (AI, SaaS): Providing technical support for HighLevel's software features and resolving customer issues with an accent on communication, troubleshooting, and maintaining customer relationships. Focus on analyzing and resolving software functionality, configuration, and general technical issues across various channels.

Location: Remote. Must be based in the Philippines (EOR Philippines).

Company

hirify.global is an AI-powered, all-in-one white-label sales & marketing platform that helps agencies, entrepreneurs, and businesses elevate their digital presence and drive growth.

What you will do

• Provide exceptional customer service, including excellent communication, responsive follow-through, and customer advocacy.
• Maintain solid customer relationships by handling questions and concerns with speed and professionalism.
• Receive and record incident-related information over the phone, chat, and email using various tools.
• Conduct analysis, gather information, and troubleshoot customer issues related to software functionality and configuration.
• Work directly with team members to resolve customer issues and request product enhancements.
• Actively contribute to a growing knowledge network and participate in testing new product releases.

Requirements

• 2+ years of prior technical support experience in a product-based B2B SaaS organization.
• Strong technical aptitude, analytical, and troubleshooting skills.
• Demonstrated ability to maintain self-control while defusing stressful customer situations.
• Experience with ticketing systems and handling inbound calls, chats, and follow-up emails.
• Fluent in English with demonstrated verbal and written communication skills.
• Must have your own laptop, a USB headset (or working mic/speakers), a USB webcam (or working built-in webcam), and a reliable high-speed broadband connection (at least 20Mbps download).

Culture & Benefits

• Operate in a global, remote-first environment with over 1,500 team members across 15+ countries.
• Cultivating a culture where innovation thrives, ideas are celebrated, and people come first.
• Building a global community rooted in creativity, collaboration, and impact.