Senior Customer Support Agent

TL;DR

Senior Customer Support Agent (SaaS): Delivering world-class service to users by resolving technical and product-related challenges with empathy and efficiency. Focus on troubleshooting complex issues, identifying trends in support queries, and contributing to continuous improvement through feedback and knowledge sharing.

Location: Hybrid, London, UK. Primarily during core UK hours (9am–6pm, Monday to Friday).

Company

hirify.global is a hirify.globalefits platform that connects the entire hirify.globalefits ecosystem, creating better outcomes for employers, employees, brokers, and providers.

What you will do

• Respond to customer queries via email, chat, and phone in a timely and professional manner.
• Identify widespread issues and communicate their impact to the product team.
• Troubleshoot and resolve technical and product-related issues efficiently.
• Become a hirify.global product expert and educate and empower customers.
• Create and maintain help centre content to enable self-service and support at scale.
• Contribute to continuous improvement through feedback, collaboration, and knowledge sharing.

Requirements

• 2+ years of experience in customer service in a fast-moving B2B SaaS company.
• Excellent written and verbal communication skills.
• Strong analytical thinking and problem-solving ability.
• Familiarity with tools like Intercom, Jira, or other CRM and ticketing platforms.
• Excellent organisational skills.
• English and Spanish: C1 or above.

hirify.globalefits">Culture & hirify.globalefits

• Competitive base salary + equity.
• £100 monthly personal hirify.global Balance, increasing by €50 for each year of service until you reach €250.
• £500 work from home allowance.
• £1,000 annual L&D budget.
• 28 days of holidays a year plus bank holidays, with an option to buy or sell 2 days per year, increasing to 30 days after your 3rd year of service.
• Work-from-abroad scheme.