Senior Product Support Specialist (SaaS)

TL;DR

Senior Product Support Specialist (SaaS): Providing technical guidance and issue resolution for the hirify.global cloud-based beauty and wellness platform with an accent on customer advocacy and operational efficiency. Focus on managing inbound requests via phone, chat, and email while optimizing customer business operations through expert product consultation.

Location: Onsite in Manchester, UK

Company

hirify.global provides an all-in-one, cloud-based software solution for the beauty and wellness industry, powering over 30,000 salons and spas globally.

What you will do

• Handle inbound help requests from customers via phone, chat, and email.
• Own and resolve customer reported issues, acting as an advocate for their needs.
• Consult with customers to ensure their business operations run effectively on the platform.
• Research, document, and prioritize issues, leveraging internal tools and escalation teams.
• Develop technical expertise in product functionality and provide peer mentorship.
• Create knowledge base materials and provide feedback to influence product direction.

Requirements

• Minimum 3 years in a public-facing, English-speaking service position.
• Experience operating Point-of-Sale (POS) or reservations systems.
• Technology-centric background with demonstrated curiosity and self-learning.
• Must be based in or able to work onsite in Manchester, UK.
• Ability to work flexible shifts within 9 AM - 6 PM UK time.

Culture & Benefits

• Commitment to a healthy work-life balance with consistent long-term hours.
• Opportunity to work for a unicorn-valued company with significant investment.
• Recognized as a Great Place to Work Certified company.
• Supportive environment focusing on empowering employees to find their greatness.