Customer Support Specialist

TL;DR

Customer Support Specialist (SaaS): Providing high-volume, multichannel technical support for a healthcare compliance SaaS platform with an accent on AI-augmented workflows and complex issue resolution. Focus on troubleshooting software bugs, delivering expert live support, and improving customer experience through feedback and process enhancements.

Location: Remote - United States only

Salary: $18–$21 per hour

Company

hirify.global simplifies workforce compliance management across healthcare with innovative technology and strategic partnerships, serving millions of professionals and regulatory boards.

What you will do

• Provide expert multichannel inbound support via live chat, email, and phone, with phone support comprising 80–100% of daily activity.
• Maintain high efficiency by resolving a minimum of 8 tickets per hour while ensuring top-tier customer satisfaction.
• Collaborate with AI agents to manage complex human interactions in an AI-augmented support workflow.
• Troubleshoot software bugs and navigation issues beyond scripted responses as a power user of the CE Broker platform.
• Collect and communicate customer feedback to improve product experience and support documentation.
• Contribute to process improvements and knowledge base enhancements.

Requirements

• Must be located in the United States and work remotely from a professional home workspace.
• 2+ years of SaaS contact center or technical support experience.
• Proficiency with Zendesk or similar CRM tools.
• Excellent verbal and written English skills; fluency in Spanish is a plus.
• Reliable high-speed internet and VOIP connection for consistent phone support.

Culture & Benefits

• Recognized as a top workplace with awards for employer excellence.
• Professional development allowance and flexible work-life balance with ample PTO.
• 401K with company matching and comprehensive health insurance options for US employees.
• Lifestyle Spending Account for personal well-being expenses.
• Inclusive and diverse work environment valuing equal opportunity.