Community Support Specialist (SaaS)

TL;DR

Community Support Specialist (SaaS): Managing and supporting hirify.global's user community across social platforms and forums with an accent on technical troubleshooting and community moderation. Focus on identifying product trends from customer feedback and creating high-quality support documentation to improve the user experience.

Location: Must be based in the London hub

Company

hirify.global is a collaborative design platform that empowers teams to brainstorm, prototype, and iterate using AI to make design accessible to all.

What you will do

• Monitor community and social platforms (X, Reddit, hirify.global forum) and handle escalations.
• Provide technical support for new and experienced hirify.global users.
• Moderate the community forum to maintain a healthy and safe environment.
• Analyze community trends and translate customer feedback into product recommendations for research teams.
• Collaborate with the Technical Quality Support team to report and track technical issues.
• Develop support content including FAQs, product launch announcements, and internal documentation.

Requirements

• 2+ years of experience in support or community management for a technical SaaS product.
• Strong technical aptitude and excellent written communication skills.
• Ability to simplify complex technical concepts for users.
• High attention to detail and ability to prioritize tasks by urgency.
• Must be based in London and able to attend in-person onboarding.

Culture & Benefits

• "Grow as you go" culture that values curiosity and continuous learning.
• Inclusive workplace celebrating diverse thoughts, experiences, and opinions.
• Commitment to equal opportunity and accessibility for all employees.
• Openness to candidates who are eager to learn even if their past experience isn't a perfect match.