Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Resolving user issues regarding billing, product usage, and account management for DocHub with an accent on technical troubleshooting and customer retention. Focus on managing ticket queues in CRM and Jira, conducting product demos, and ensuring 24/7 support for the US market.

Location: Remote (Philippines). Flexibility for night shifts and mid-week days off is required to support the US market 24/7.

Company

hirify.global is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions.

What you will do

• Resolve support issues via CRM, handling tickets and chats regarding subscriptions, billing, and product usage.
• Manage technical issue tickets in Jira, collaborating with Development and QA teams for timely resolution.
• Conduct product demos and guide users through key DocHub features and workflows.
• Analyze customer needs to drive satisfaction and successful retention.
• Manage high volumes of incoming inquiries while balancing response speed and quality.
• Meet personal and team OKRs aligned with 24/7 support and retention goals.

Requirements

• 2+ years of experience as a Support Specialist within an IT company.
• Fluent English with excellent grammar and writing skills.
• Strong customer service skills and a passion for helping others.
• Ability to work night shifts and mid-week days off to support the US market.
• Team-oriented mindset and ability to learn quickly in a changing environment.

Nice to have

• Technical background or strong technical aptitude.
• Prior experience with SaaS products.
• Understanding of subscription-based billing systems.
• Experience conducting product demos.

Culture & Benefits

• Flexible working environment with remote and hybrid options.
• Competitive compensation based on local market conditions and performance-based bonuses.
• Investment in professional growth through courses, conferences, and learning resources.
• Comprehensive health coverage, wellness programs, and quarterly Mental Health Days.
• Family-friendly culture with flexibility for parents and pet-friendly policies.
• Transparent communication with regular Q&A sessions with the CEO.