Product Support Specialist I (SaaS)

TL;DR

Product Support Specialist I (SaaS): Providing technical and subscription support for home industry professionals using the hirify.global Pro platform with an accent on software engagement, account management, and churn reduction. Focus on resolving complex SaaS functionality questions, managing ad campaigns, and conducting virtual training to ensure software adoption.

Location: Remote (US). Must be a permanent resident in one of the following states: AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA.

Salary: $20.55 – $22.83 per hour (plus $3,600 variable target).

Company

hirify.global is a leading platform for home remodeling and design providing an all-in-one SaaS business management and marketing solution for industry professionals.

What you will do

• Field inbound messages and calls from hirify.global Pro users to provide superior technical and subscription support.
• Assist professionals with SaaS functionality, subscription renewals, upgrades, and cancellations.
• Manage personalized ad campaigns and optimize hirify.global profiles for advertising professionals.
• Conduct virtual training sessions via Zoom to increase software engagement and adoption.
• Maintain key performance indicators (KPIs) including CSAT, case solve time, and phone SLAs.
• Collaborate with CSMs and Strategic Growth Managers to identify learning opportunities and reduce churn.

Requirements

• Permanent residency in specific US states (AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA).
• 6 months to 2 years of technical or subscription-based support experience.
• Proven experience in customer service.
• Strong written and verbal communication and listening skills.

Nice to have

• Proficiency in conducting virtual presentations and troubleshooting platform issues.
• Ability to handle high request volumes in a fast-paced environment.
• Tenacity to exceed monthly objectives and an achievement-oriented mindset.

Culture & Benefits

• Comprehensive medical, dental, and vision benefits.
• 401(k) retirement savings plans (Pre-Tax and Roth) with HSA/FSA options.
• Paid Time Off (PTO) and maternity/paternity leave program.
• Practical perks including a home internet stipend.
• Professional Development Reimbursement Program.