Senior Customer Support Specialist (AI)

TL;DR

Senior Customer Support Specialist (AI): Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high-bar of performance with an accent on learning the hirify.global products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges. Focus on troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds.

Location: Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.

Salary: $74,800 to $88,000 to $101,200 CAD.

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

• Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores.
• Learning the hirify.global products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges.
• Mastering the hirify.global Accounting product, including trust accounting compliance, billing cycles, and financial reporting.
• Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds.
• Serving as a coach and mentor to other team members, helping them master the products and better serve our customers.
• Contributing to projects that improve departmental processes, documentation, and resources.

Requirements

• A collaborative team player who shares knowledge generously.
• Detail-oriented and analytical, with a natural aptitude for financial workflows, ledgers, and reconciliation.
• A self-starter who grows individually and helps others master the intricacies of bookkeeping & accounting.
• Technically adept and quick to grasp new concepts, especially those related to financial data and AI, to provide expert guidance and troubleshooting.
• Skilled at multitasking and prioritizing in fast-paced settings.
• A skilled communicator, both written and verbal, who can translate complex financial jargon into easy-to-understand solutions for our customers.

Nice to have

• Experience in Accounting, Bookkeeping, or FinTech (knowledge of Trust Accounting or IOLTA is a massive plus).
• Experience with web-based/SaaS applications.
• Familiarity with Salesforce or similar CRM software.
• Proficiency in Google Suite, Microsoft Office, and operating systems like Windows or Mac.
• Professional Certifications: A CPB (Certified Professional Bookkeeper) or CPA designation (or are currently working towards one).

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
• Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.