Product Support Specialist

TL;DR

Product Support Specialist (SaaS): Tackling customer questions and providing effective solutions via phone, chat, and email with an accent on empathy and clear communication. Focus on documenting bugs, collaborating with the development team, and advocating for product improvements.

Location: This role has a 3 day per week onsite requirement in our Houston office (Tuesday-Thursday 8am-5pm CST). Hybrid and remote work models are available based on proximity to our office hubs. Travel is an expected part of every role.

Salary: Competitive base salaries that reflect your value.

Company

hirify.global is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

What you will do

• Address customer questions via phone, chat, and email, identifying issues and guiding customers to solutions.
• Document bugs and collaborate with the development team to advocate for timely fixes and product improvements.
• Maintain accurate records by updating tickets, account details, and communication logs.
• Stay informed on product features, industry trends, and customer service best practices.
• Gather feedback from customers to improve service and product experience.
• Meet or exceed performance goals to deliver best-in-class support.

Requirements

• A minimum of 1 year of experience in a customer-facing role across any industry (e.g., SaaS, hospitality, retail, or service environments)
• Demonstrates high empathy and energy, with a naturally outgoing, customer-centric (hospitality-driven) personality
• Technically curious and forward-thinking, with strong organization and excellent verbal and written communication skills
• Familiarity with basic financial and accounting concepts, with a general business mindset
• A self-starter attitude with solid organizational skills and attention to detail
• Demonstrated ability to quickly learn and navigate new software and tools

Nice to have

• Background in team sports, college athletics, or other high-performance team settings is a plus
• You balance independent work with a strong presence during in-person collaboration days

Culture & Benefits

• Enjoy the flexibility of remote work.
• Generous Paid Time Off.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.