Senior Client Support Specialist II (HRTech)

TL;DR

Senior Client Support Specialist II (Customer Support): Managing high-level customer escalations and guiding daily support operations for a veterinary staffing platform with an accent on team leadership, quality assurance, and process optimization. Focus on onboarding new hires, improving Zendesk workflows, and coordinating cross-functional resolutions between finance and data teams.

Location: Must be based in the USA; Remote (Hybrid if based in San Francisco). Availability required during Central Time peak hours (early mornings, evenings, and weekends).

Salary: $31 - $50 per hour (Tier-based)

Company

hirify.global is an industry-leading veterinary staffing platform that connects animal healthcare professionals with hospitals for relief work and hiring opportunities.

What you will do

• Act as the primary contact for customer inquiries and own complex escalated cases, including sensitive medical complaints.
• Lead the Customer Support team by guiding daily operations, monitoring performance metrics, and providing real-time coaching.
• Drive onboarding and training efforts for new hires and conduct QA audits to ensure high service quality.
• Optimize operational workflows, maintain Zendesk documentation, and update help center articles to reflect best practices.
• Collaborate with Finance, Data, and other cross-functional teams on reconciliation, reporting, and operational handoffs.

Requirements

• 3–5+ years of client support or customer success experience, ideally in a fast-paced startup or marketplace platform.
• Must be based in the USA.
• Must be available to work during Central Time peak hours, including weekends.
• Experience with support platforms such as Zendesk, Hubspot, Intercom, or similar.
• Exceptional communication, empathy, and active listening skills, especially in high-pressure situations.
• Process-oriented mindset with the ability to identify inefficiencies and drive continuous improvement.

Nice to have

• Experience in veterinary, technician, or broader animal healthcare.

Culture & Benefits

• Remote-first environment with unlimited Paid Time Off.
• Comprehensive health benefits, including a 100% covered base medical plan.
• 401K and stipends for home office setup, continuing education, and monthly wellness.
• Paid maternity, paternity, and reproductive care leave.
• Opportunity for domestic travel and regional team-building events.