Customer Success Agent (HR Tech)

TL;DR

Customer Success Agent (HR Tech): Troubleshooting and supporting a large customer base for an end-to-end recruiting platform with an accent on user empathy and product mastery. Focus on guiding users through technical processes, managing support metrics, and identifying product improvement trends.

Location: Remote (Must be able to work 10am to 7pm EST)

Company

hirify.global is a web-based, end-to-end recruiting platform and applicant tracking system designed to help teams attract and hire employees more efficiently.

What you will do

• Troubleshoot and resolve customer issues to ensure high satisfaction and delight.
• Guide users through product processes and resolve minor technical hiccups with patience.
• Escalate complex issues to the technical team or management when necessary.
• Track and exceed support metrics, specifically response times and customer satisfaction scores.
• Identify trends in common customer issues to help develop future training programs.

Requirements

• Prior experience in a customer-facing role as a primary job function.
• Comfortable with SaaS technology and recruiting/HR environments.
• Ability to work 10am to 7pm EST.
• Professional communication skills and an even-tempered, proactive personality.

Nice to have

• Experience with Trello and Intercom.

Culture & Benefits

• Small, agile, and fast-growing team environment.
• Full-time remote work arrangement.
• Competitive benefits package.
• A culture that encourages an authentic, easygoing voice rather than robotic scripts.