Customer Service Representative

TL;DR

Customer Service Representative (SaaS VDR): Handling client-facing support inquiries and operational tasks like USB data recording and express shipping coordination with an accent on secure data preparation, timely communication, and issue resolution. Focus on bridging client needs with internal stakeholders, monitoring worldwide deliveries, and contributing to workflow improvements.

Location: Memphis, TN (onsite in private office suite, legal authorization to work in the United States required)

Company

Global B2B SaaS product company offering secure document sharing via Virtual Data Room and board collaboration platform, trusted by millions of users worldwide.

What you will do

• Act as client-facing point of contact for operational and support inquiries, providing timely updates and resolving issues independently
• Record client data on USB drives, prepare secure shipments, and maintain inventory levels
• Coordinate and monitor worldwide express courier deliveries, addressing delays proactively
• Communicate with clients and internal stakeholders (Engineering, Product, Success) to support needs and projects
• Identify workflow improvements and contribute to service optimization

Requirements

• Fluent English proficiency
• Legal authorization to work in the United States
• Experience in remote customer support
• Strong customer-oriented mindset for managing communication and operations
• High self-management and ability to work independently in a standalone office
• Proficiency in Windows/macOS file management, MS Office (Excel/Google Sheets), Adobe Acrobat, ticketing systems/CRMs (e.g., Jira, HappyFox)
• Proactive use of AI tools for communication and workflow

Nice to have

• Experience in SaaS customer support or client operations
• Handling high-value or enterprise client requests
• Familiarity with data security practices (encryption, secure transfers)
• Coordinating international shipments (DHL, FedEx)
• Cross-functional collaboration in global/remote teams
• Process improvements or operational optimization

Culture & Benefits

• Core values: Commitment, Excellence, Collaboration, Trust, Care
• 100% employer-paid health insurance for US employees with 401(k) match
• 20 business days annual leave, paid health-related time-off, mental health reimbursement
• IT and home workplace budgets, top-tier tech and AI tools
• hirify.global Academy courses, external learning investment, personal development support
• Budget for remote team gatherings, internal referral program

Hiring process

• Screening call with Talent Acquisition Specialist (30 mins)
• Test Task (3 hours)
• Competency-based interview with Talent Acquisition Specialist (1.5 hours)
• Interview with Hiring Manager (1 hour)