Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Delivering accurate, efficient, and high-quality support across email and chat channels with an accent on product features, internal processes, and cross-functional collaboration. Focus on resolving issues, managing escalations, proactively contributing to process enhancements, and mentoring junior colleagues.

Location: Remote (Sri Lanka) – must be able to work 3AM–3PM EET time and cover weekend shifts.

Salary: 1100 EUR/month gross

Company

hirify.global is a customer-funded and customer-driven product-focused company offering an Email and SMS marketing platform for e-commerce stores to accelerate online business expansion.

What you will do

• Deliver accurate, efficient, and high-quality support across all channels (email and chat).
• Stay informed about product features, updates, and internal processes to provide timely and relevant solutions.
• Collaborate closely with Product, Tech Support, Deliverability, and other internal teams to resolve issues and manage escalations.
• Proactively share ideas, contribute to process enhancements, and help refine workflows.
• Take ownership of specialized areas (e.g., billing, outages, scheduling, or specific product features) and lead related initiatives.
• Mentor junior colleagues by sharing knowledge, providing constructive feedback, and fostering a culture of collaboration and growth.

Requirements

• Fluency in English, both written and spoken.
• Proven customer support experience (above 1yr), ideally in a fast-paced tech or SaaS environment.
• Strong ownership mindset—taking responsibility, following through, and delivering results.
• Maturity and reliability—able to work independently, prioritize effectively, and remain calm under pressure.
• Excellent communication skills—clear, empathetic, and professional in all interactions.
• Problem-solving ability with attention to detail and a proactive approach.

Culture & Benefits

• Gross salary starting from 1100 EUR/month with quarterly salary reviews.
• Unlimited learning budget for self-improvement after 3 months.
• Private health insurance and unlimited access to psychotherapy.
• Workstation budget (420 EUR).
• Work anniversary gifts (e.g., home cleaning services).
• Attractive workations and team-led team-building events.