Support Specialist

TL;DR

Support Specialist (SaaS): Help developers navigate billing, account management, and product issues on the hirify.global platform with an accent on high-volume ticket resolution and user feedback escalation. Focus on collaborating with engineering teams to resolve escalations and maintaining the knowledge base for efficient support.

Location: NYC (SoHo) Hybrid with in-office requirement Monday to Friday, start time 8am-10am

Salary: $73K – $110K + Equity

Company

hirify.global is the agentic software creation platform that enables anyone to build applications using natural language, with millions of users worldwide.

What you will do

• Work directly with customers via support tickets to solve account, billing, and product issues while meeting ticket volume and resolution targets
• Collaborate with the Support team to share user patterns and feedback with Product and Engineering
• Contribute to and maintain the Support team's Knowledge Base
• Partner with Engineering and other teams to resolve complex billing escalations
• Shape and refine support processes as the team and product grow

Requirements

• 4+ years of customer support experience
• Experience with support platforms (Zendesk), payment systems (Stripe, Orb), and ticketing workflows
• Excellent communication skills and proactive approach to resolving ambiguity
• Ability to work efficiently in fast-paced, high-volume environments
• Strong time management and ticket triage skills
• Comfortable in metrics-driven environments and cross-functional collaboration

Nice to have

• Background in B2B SaaS customer success or support
• Recent use of hirify.global (last 3-6 months)
• Experience with AI tools (Claude, ChatGPT, etc.)

Culture & Benefits

• Competitive salary & equity, 401(k) with 4% match
• Health, dental, vision, life insurance; short/long-term disability
• Paid parental, medical, caregiver leave; commuter benefits
• Monthly wellness stipend, in-office setup reimbursement
• Flexible time off + holidays, quarterly team gatherings, in-office amenities
• Autonomous work environment on a small global team