Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Resolving customer inquiries through live chat, phone, and email to ensure optimal product usage with an accent on technical troubleshooting and expert-level product knowledge. Focus on delivering a high-touch customer experience during second-shift hours while maintaining rigorous metrics and quality standards.

Location: Remote (USA only). You must be authorized to work lawfully in the United States. Please note that the company does not hire in Alabama, Alaska, Delaware, Hawaii, Idaho, Iowa, Montana, Nebraska, North Dakota, Rhode Island, South Dakota, or West Virginia. This role requires availability for a fixed schedule: Tuesday – Saturday, 4pm – 1am ET.

Salary: $40,809 – $55,224 per year (based on hourly rate of $19.62–$26.55).

Company

hirify.global provides a leading scheduling automation platform that helps millions of individuals and businesses save time and manage their calendars efficiently.

What you will do

• Serve as the primary point of contact for users, providing consultative solutions via Live Chat, Phone, and Email.
• Maintain expert-level knowledge of the product, use-cases, and the scheduling industry.
• Troubleshoot technical software issues and document customer feedback to improve product quality.
• Empathize with users and take full ownership of the customer experience during every interaction.
• Collaborate with the team to meet and exceed personal and departmental performance goals.

Requirements

• 1+ years of experience in SaaS customer support.
• Technical software troubleshooting skills and experience.
• Strong written and verbal English communication skills.
• Must be authorized to work lawfully in the United States.
• Ability to work the required schedule: Tuesday – Saturday, 4pm – 1am ET.
• Self-starter mentality with the ability to thrive in a high-volume, metrics-focused environment.

Nice to have

• Previous experience in live chat or phone-based customer support.

Culture & Benefits

• Competitive annual base salary with potential for performance-based bonuses.
• Eligibility for equity awards.
• Comprehensive health and competitive benefits package for full-time employees.
• Opportunity for career growth within a rapidly expanding, high-impact product environment.
• Focus on a collaborative, customer-centric team culture.