Product & Customer Support Agent (SaaS)

TL;DR

Product & Customer Support Agent (SaaS): Resolving complex technical issues and providing consultative support for an all-in-one platform for the wellness industry with an accent on L2/L3 escalations and customer operations. Focus on ensuring system reliability for high-volume salon and spa businesses through proactive troubleshooting and product feedback.

Location: Costa Rica

Company

hirify.global provides an all-in-one, cloud-based software solution for the beauty and wellness industry, powering thousands of salons, spas, and fitness studios globally.

What you will do

• Manage and resolve complex, client-reported technical issues beyond front-line support.
• Consult with customers to ensure business operations run effectively on the platform.
• Own the full lifecycle of reported issues through to resolution.
• Adhere to defined team processes and ticketing workflows.
• Document challenges and provide product feedback to influence future development.
• Ensure high-quality support and efficient service delivery for a 24x7x365 operation.

Requirements

• Minimum 4+ years of customer-facing, English-speaking service experience.
• Availability to work flexible day or night shifts.
• Proven experience handling complex customer issues and escalations at an L2/L3 level.
• Experience supporting software solutions, particularly Point-of-Sale or reservation systems.
• Strong self-management, organizational, and proactive problem-solving skills.
• Experience thriving in a fast-paced, startup environment.

Culture & Benefits

• Opportunity to impact a unicorn-status startup revolutionizing the wellness industry.
• Exposure to a diverse, collaborative, and growth-oriented global team.
• Participation in building and scaling an enterprise-level platform.
• Attractive compensation package.