Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Providing timely and empathetic support to healthcare providers using an insurance billing platform with an accent on guiding users through platform features and maintaining internal knowledge bases. Focus on solving customer issues via chat and email, collaborating cross-functionally, and improving the overall user experience.

Location: Remote (USA)

Salary: $50,000 – $70,000 + Equity

Company

hirify.global is an all-in-one revenue cycle management and insurance billing platform specifically designed for eye care providers.

What you will do

• Provide accurate and empathetic support to customers via chat and email.
• Guide users through specific platform features and functionalities to meet their needs.
• Maintain and update internal knowledge bases and customer records.
• Communicate new features, improvements, and process updates to customers.
• Collaborate with cross-functional teams to ensure a smooth and optimized customer experience.

Requirements

• 1–3+ years of experience in a customer service or support role.
• Must be based in the USA.
• Proficiency with tools including Intercom, Slack, HubSpot, and Google Workspace.
• Strong communication, active listening, and problem-solving skills.
• Ability to handle challenging cases with patience and empathy in a fast-paced environment.

Nice to have

• Previous experience at a SaaS company or within a fast-growing startup.
• Knowledge of medical insurance terminology.
• Passion for healthcare and improving the patient/provider experience.

Culture & Benefits

• Remote-first work environment within a fast-paced startup culture.
• Competitive compensation package including salary and equity ownership.
• Full medical and dental insurance.
• Unlimited PTO and 401k.
• Company-provided hardware, including a MacBook and monitor.