Senior Customer Support Specialist (SaaS)

TL;DR

Senior Customer Support Specialist (SaaS): Providing advanced technical support and resolving escalated issues for a global sales and marketing platform with an accent on product expertise, troubleshooting complex cases, and collaborating with cross-functional teams. Focus on diagnosing technical challenges, improving support processes, and ensuring high-quality client communication.

Location: Must be based in the Philippines

Company

hirify.global is an AI-powered, all-in-one white-label sales and marketing platform supporting over 2 million businesses globally.

What you will do

• Serve as a subject matter expert and primary escalation resource within the Support organization.
• Assist L1 representatives with on-demand inbound support requests.
• Handle escalated outbound and scheduled calls to resolve highly technical product cases.
• Manage and resolve complex tickets while documenting detailed troubleshooting steps.
• Assess support processes to identify and implement potential improvements.
• Submit knowledge drafts and bug reports to Product Managers to improve platform stability.

Requirements

• Must be based in the Philippines.
• BA/BS in Computer Science or equivalent combination of education and experience.
• At least 1 year of experience with the Gohirify.global platform.
• Fluent in English with outstanding oral and written communication skills.
• Demonstrated ability to diagnose, troubleshoot, and resolve issues via phone, email, and chat.
• Reliable high-speed broadband connection (at least 20 Mbps) and appropriate hardware (laptop, webcam, USB headset).

Culture & Benefits

• Global, remote-first work environment.
• Collaborative and innovative culture focused on professional growth.
• Opportunity to work within a fast-paced, high-impact organization serving millions of users.
• Promotion opportunities within the support department.