Customer Experience Specialist (SaaS)

TL;DR

Customer Experience Specialist (SaaS): Addressing customer needs with empathy and clear communication, collaborating with the product team to report feedback and escalate issues. Focus on maintaining a high customer satisfaction rate by resolving tickets and learning new product offerings independently.

Location: Remote (Costa Rica)

Company

hirify.global is building the future of work, where human expertise meets digital teammates to drive productivity gains for enterprises.

What you will do

• Resolve customer requests in ticketing systems like Zendesk and YouTrack.
• Engage with customers via tickets during shifts and participate in the on-call roster.
• Troubleshoot complex issues and escalate customer requests to other teams.
• Develop and maintain documentation for the user help center and internal usage.
• Collaborate with engineers, analysts, testers, product managers, and other customer-facing teams.

Requirements

• Must have or practice consistently the values of customer obsession, empathy, ownership, and openness.
• Excellent written and spoken English communication skills.
• Knowledge of and experience with Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions.
• Must be willing and able to work Middle Shift, 10am-7pm CST.
• Must have experience working with Zendesk and Slack.
• Must have experience working in a SaaS environment in a support role.

Nice to have

• Experience with localization and translation is a plus.

Culture & Benefits

• Fully remote team with 200+ people across 30+ countries.
• Be part of an AI Native Organization, using AI across all areas of the organization.
• Innovating a $100 Billion industry with an AI-powered platform.
• Join the rocketship to scale-up 10x and beyond together.
• Committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective.