Associate Support Representative (SaaS)

TL;DR

Associate Support Representative (SaaS): Providing technical product expertise and owning complex support cases for a customer engagement platform with an accent on technical troubleshooting and product adoption. Focus on diagnosing break-fix issues, integrating APIs, and improving the customer experience through technical guidance.

Location: London (Hybrid)

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver personalized 1:1 customer experiences using AI.

What you will do

• Manage customer inquiries end-to-end, including technical break-fix issues, integration help, and configuration support.
• Act as a trusted product expert mastering the dashboard, troubleshooting steps, and best practices.
• Collaborate with Customer Success, Account Managers, Product and Engineering teams to deliver seamless customer experiences.
• Drive product adoption by enabling customers to effectively utilize the platform.
• Contribute to internal enablement and document knowledge to elevate teammates and customers.

Requirements

• Experience supporting technical products, ideally in SaaS or mobile application environments.
• Proficiency with case management tools such as Salesforce or Zendesk.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Strong written and verbal communication skills in English.
• Must be based in London to support a hybrid work arrangement.

Nice to have

• Experience with tools such as Postman, Snowflake, and/or Kibana.
• Domain knowledge in Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.

Culture & Benefits

• Hybrid work model designed to foster community and work-life harmony.
• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Professional development supported by a yearly learning stipend and formal career pathing.
• Competitive compensation including equity, retirement, and Employee Stock Purchase Plans.
• Flexible paid time off and inclusive family services, including fertility benefits.