Customer Support Analyst

TL;DR

Customer Support Analyst: Providing day-to-day operational support and managing customer relationships for wealth management software with an accent on client communication, issue resolution, and service level objectives. Focus on managing escalations, collaborating with technical teams, and maintaining high client satisfaction in a hybrid work environment.

Location: Hybrid role based in Toronto, Canada with 3 days in office required

Salary: $70,000 - $90,000 per year

Company

hirify.global builds and modernizes wealth management software used by financial advisors and investors across 12 countries, focusing on portfolio management and operational efficiency.

What you will do

• Manage client communications and triage support tickets effectively.
• Handle customer escalations and develop mutually agreeable action plans.
• Track and report on Service Level Objectives (SLO) metrics and goals.
• Prioritize technical resources and collaborate with internal teams for issue resolution.
• Assist customers via phone and web collaboration tools, maintaining detailed product knowledge.
• Document incidents and contribute to knowledge base articles; participate in on-call support during major releases.

Requirements

• Location: Must be based in or near Toronto, Canada with hybrid work (3 days in office)
• Experience in technology or financial services, preferably wealth management systems.
• Strong client communication skills and ability to manage priorities in a fast-paced environment.
• Familiarity with incident tracking software such as JIRA Service Desk.
• Basic SQL knowledge and ability to analyze technical and non-technical issues.
• Bachelor’s degree or equivalent experience in Engineering, Information Systems, or Business Administration.

Nice to have

• Business analysis experience.
• Programming knowledge and QA/testing experience.
• Experience with Atlassian Confluence and JIRA Help Desk.
• Working knowledge of Spanish and/or Canadian French.

Culture & Benefits

• Fast-paced technology environment with a focus on operational excellence.
• People-first practices and commitment to diversity and inclusion.
• Accommodations available during recruitment process.
• Hybrid work model with office presence required.