Customer Care Representative (SaaS)

TL;DR

Customer Care Representative (SaaS): Providing technical support and product education for the hirify.global Pro platform to nonprofit organizations with an accent on complex troubleshooting and building long-lasting customer relationships. Focus on managing inquiries across multiple channels, documenting issues in CRM systems, and delivering empathetic, high-quality service to support mission-driven projects.

Location: Remote (USA), with a preference for candidates located in Chicago, IL or San Diego, CA.

Salary: $48,500 - $72,500 + equity + benefits.

Company

hirify.global is the world’s most powerful community for good, dedicated to helping people help each other through a secure and collaborative fundraising platform.

What you will do

• Respond to nonprofit customer inquiries regarding product education, technical issues, and account management.
• Collaborate across cross-functional teams to solve complex customer problems quickly.
• Maintain expertise on the hirify.global Pro SaaS platform and nonprofit fundraising workflows.
• Act as the voice of the customer by providing actionable insights to the product and development teams.
• Continuously improve support processes, systems, and overall interaction quality.
• Balance individual tasks with team-based goals in a fast-paced environment.

Requirements

• Exceptional oral and written communication skills suitable for phone, email, chat, and social channels.
• Strong emotional intelligence and ability to empathize with diverse customer challenges.
• World-class organizational skills for balancing multiple high-priority assignments.
• Proactive mindset for identifying trends and uncovering new opportunities for process improvement.
• Experience in customer service roles.
• Must have work authorization in the USA.

Nice to have

• Experience working with nonprofit organizations.
• Proficiency with CRM or ticketing systems.
• Basic knowledge of HTML and CSS for email formatting and troubleshooting.
• Familiarity with remote collaboration tools like Slack and Zoom.

Culture & Benefits

• Comprehensive healthcare benefits including dental, vision, and life insurance.
• Financial assistance for hybrid work and family planning.
• Generous parental leave and flexible time-off policies.
• 401(k) savings program.
• Learning, development, and employee resource groups to support DEI and growth.
• Active participation in company volunteering programs.