Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Delivering exceptional assistance to EMEA customers for a complex B2B operations platform with an accent on technical troubleshooting and queue management. Focus on mastering product workflows, collaborating with Engineering to resolve issues, and ensuring high-quality resolution across email and live chat.

Location: Must be based in Ireland. This is a fully remote role requiring availability during specified EMEA hours.

Company

hirify.global is a customer operations platform that centralizes tools and communication to help B2B teams scale complex customer relationships.

What you will do

• Provide timely and effective technical assistance to EMEA customers via email and live chat.
• Maintain high resolution quality and speed while managing daily support queues.
• Develop deep expertise in product features and complex B2B workflows.
• Debug and test new features, file detailed bug reports, and partner with Product and Engineering teams.
• Analyze recurring customer challenges to improve internal macros, help center content, and support processes.

Requirements

• Must be based in Ireland.
• 2+ years of customer service experience, ideally in SaaS or tech startups.
• Fluent written and verbal English skills (French is a bonus).
• Ability to explain complex technical issues simply to non-technical users.
• Comfortable working assigned EMEA shifts and participating in periodic on-call rotations.

Culture & Benefits

• Competitive salary with equity participation.
• Fully covered private health insurance.
• Generous paid time off and paid parental leave.
• Mental health and family planning support.
• 75 Euro per month lifestyle stipend for fitness and other activities.
• Annual winter break closure from Christmas to New Year's Day.