Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Interacting with hirify.global customers daily via email, taking ownership over cases from start to resolution with an accent on diagnosing and solving sophisticated inquiries. Focus on shaping the future of the Product Support function, ensuring premium experiences for customers.

Location: Remote (US hubs)

Salary: $37.50 - $54.80 USD hourly base pay range

Company

hirify.global’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.

What you will do

• Interact with hirify.global customers daily via email, taking ownership over cases from start to resolution.
• Develop expertise of hirify.global's products and the journey of our customers to accurately diagnose and solve sophisticated inquiries.
• Help shape the future of the Product Support function, ensuring a focus on crafting premium experiences for customers.
• Operate as the voice of the customer, capturing both product and process gaps in the experience.
• Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution.

Requirements

• 2+ years experience working in a customer support role, ideally in a SaaS environment.
• Demonstrated resilience and adaptability in the work environment.
• Consultative communication skills with the ability to tailor a message for your audience.
• Demonstrated empathetic problem solving by going above and beyond to help people.
• A bias for action to drive for results.

Nice to have

• Experience with a design tool such as hirify.global, Sketch, Adobe.
• Experience with Zendesk.

Culture & Benefits

• hirify.global offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision.
• Retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days.
• A learning & development stipend, a work from home stipend, and cell phone reimbursement.
• hirify.global also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.

Hiring process

• To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews.
• Additionally, if hired you will be required to attend in person onboarding.