Senior Enterprise & Strategic Account Representative (Customer Support)

TL;DR

Senior Enterprise & Strategic Account Representative (Customer Support): Managing high-value customer portfolios and resolving complex support issues with an accent on operational efficiency and stakeholder collaboration. Focus on optimizing support processes, implementing operational gaps, and ensuring high-quality service for strategic enterprise accounts.

Location: Must be based in or be able to relocate to a hirify.global hub location (Denver, San Francisco, Nashville, or Santiago); individuals are expected to work from the office 3+ days a week.

Salary: $47,000 - $59,000 USD (for Denver, CO)

Company

hirify.global is building a data platform to power safe and fair decisions, helping over 100,000 customers assess risk and ensure compliance in the hiring industry.

What you will do

• Handle high volumes of professional customer inquiries across various channels.
• Act as a Subject Matter Expert for specific product features and strategic account portfolios.
• Identify and resolve operational gaps to enhance the overall customer experience.
• Collaborate with Sales, Customer Success, Implementations, and Escalations teams.
• Generate performance reports and analyze data to identify support trends and root causes.
• Manage onboarding for new customers and maintain strategic long-term relationships.

Requirements

• 3+ years of experience in a customer-facing role.
• Strong analytical and critical thinking skills for resolving complex inquiries.
• Proficiency in CRM systems, support tools, and chat software.
• Experience maintaining and improving knowledge bases.
• Ability to handle sensitive and confidential information with utmost care.
• High school diploma required; Associate's degree preferred.

Nice to have

• Familiarity with FCRA standards and compliance.
• Experience mentoring or guiding team members.
• Proficiency in data analysis and reporting tools.

Culture & Benefits

• 100% medical, dental, and vision coverage.
• Up to $25K reimbursement for fertility, adoption, and parental planning services.
• Flexible PTO policy and monthly wellness stipend.
• Learning and development allowance.
• In-office perks including daily lunch, commuter stipends, and snacks.