Enterprise Customer Support Representative

TL;DR

Enterprise Customer Support Representative (SaaS): Delivering real-time support and resolving L1 requests for Enterprise clients with an accent on SLA attainment, ticket resolution, and customer satisfaction. Focus on leveraging AI-powered tools to optimize support workflows, maintain technical documentation, and collaborate with product teams to escalate critical platform issues.

Location: Must be based in or able to work in-office in Soho, New York City

Salary: $50,000–$55,000

Company

hirify.global is a SaaS provider focused on next-generation customer engagement technology and QR-based solutions.

What you will do

• Monitor and respond to live chat and support channels for Enterprise clients.
• Maintain 99% SLA attainment and high CSAT scores above 92%.
• Own Level 1 support requests, troubleshooting product issues and platform guidance.
• Escalate complex bugs and systemic issues to engineering teams with clear documentation.
• Utilize AI tools to refine response templates, macros, and knowledge base content.
• Surface customer insights and friction points to Product and Customer Success teams.

Requirements

• 0-2 years of experience in customer support or customer operations within a SaaS environment.
• Strong troubleshooting skills with the ability to diagnose technical product issues.
• Proficiency or ability to quickly master ticketing platforms and live chat tools.
• Experience using AI tools to improve support efficiency.
• Excellent written communication skills with a focus on clarity and speed.
• Ability to work full-time in the Soho, NYC office.

Nice to have

• Previous experience supporting Enterprise or high-value clients.
• Direct experience with Intercom.

Culture & Benefits

• Early-stage team environment with opportunities to build scalable systems from the ground up.
• Equity compensation package included.
• Commitment to diversity and equal opportunity employment.
• Collaboration across multiple departments including Product, Sales, and Engineering.