Customer Experience Agent (Evening Shift)

TL;DR

Customer Experience Agent: Serving as the primary point of contact for hirify.global customers, predominantly via phone, to troubleshoot issues and deliver efficient solutions with an accent on quick problem-solving, building trust, and adapting to evolving AI-powered workflows. Focus on driving customer issues to resolution, meeting performance metrics, and contributing to knowledge sharing in a fast-paced environment.

Location: Remote within the U.S., with offices in New York, NY, Miami, FL, San Francisco, CA, and Denver, CO. This role is for U.S.-based full-time employees only. Relocation support to NYC or SF is available if needed.

Salary: $48,000–$70,000 USD (for candidates in NYC or SF); $48,000–$65,000 USD (for candidates in all other U.S. locations).

Company

hirify.global is a financial operations platform designed to save companies time and money through an all-in-one solution combining payments, corporate cards, vendor management, and automated bookkeeping.

What you will do

• Serve as the first line of support for hirify.global customers primarily over the phone, with additional coverage through email and chat.
• Troubleshoot customer issues using strong product knowledge, investigative skills, and critical thinking.
• Deliver accurate, empathetic, and efficient solutions in a fast-paced, high-volume environment.
• Take ownership of escalations, ensuring tickets move forward through appropriate internal teams.
• Adapt quickly to new tools, product releases, and process changes, including AI-powered workflows.
• Meet and exceed key performance standards, including CSAT, QA, and speed-of-service metrics.

Requirements

• Comfort and confidence on the phone as your primary support channel.
• Ability to work evenings, weekends, and some holidays.
• Strong customer focus with empathy under pressure.
• Excellent verbal and written communication.
• Ability to quickly learn hirify.global’s platform and apply product knowledge.
• Strong analytical and problem-solving skills and persistence in driving issues to resolution.

Nice to have

• Familiarity with AI-powered tools or workflow automation in customer support.
• Comfort working in a high-growth or startup environment where processes evolve quickly.
• Experience with Zendesk or other customer support platforms.

Culture & Benefits

• 100% medical, dental & vision insurance coverage for employees, partially covered for dependents.
• 401k with employer match.
• Flexible PTO and Parental Leave.
• Fertility HRA (up to $10,000 per year) and Pet insurance.
• Unlimited AI token usage and centralized home-office equipment ordering.
• In-office perks including lunch, snacks, drinks, and a budget for intra-office travel.