Customer Support Specialist

TL;DR

Customer Support Specialist: Resolving technical and usage-related inquiries for a high-converting e-commerce platform with an accent on complex troubleshooting and ticket management. Focus on delivering clear communication across multiple channels while collaborating with Engineering to improve product functionality and documentation.

Location: Must be based in the Philippines and must support EST timezone.

Company

hirify.global is a leading SaaS platform for creators and online businesses, powering over $5B in sales with integrated checkout, affiliate management, and LMS functionality.

What you will do

• Diagnose and troubleshoot technical and usage issues, documenting them in JIRA.
• Provide clear, professional support via email, live chat, and video calls.
• Collaborate with Engineering and Product teams to resolve complex cases.
• Track all interactions with high accuracy in the support ticketing system.
• Identify recurring patterns in user issues to suggest product and process improvements.
• Maintain and contribute to the internal knowledge base.

Requirements

• Minimum 3 years of professional experience in Customer Support, Customer Success, or Technical Support.
• Strong proficiency in English with the ability to explain complex technical concepts.
• Must be able to support EST timezone hours.
• Must be currently located in the Philippines.
• Demonstrated experience using CRM or ticketing tools to track metrics and KPIs.
• Proven ability to handle escalated issues with patience and empathy.

Nice to have

• Technical background or previous experience in e-commerce support.
• Experience in mentoring or training other team members.

Culture & Benefits

• Collaborative and open environment with regular knowledge-sharing sessions.
• Focus on continuous professional growth and learning.
• Emphasis on team-driven problem solving and high-quality deliverables.
• Flexible remote work culture within the designated timezone constraints.