Customer Specialist (SaaS)

TL;DR

Customer Specialist (SaaS): Providing high-level personalized support and resolving complex customer inquiries via multiple channels with an accent on root cause analysis and service improvement. Focus on troubleshooting complex product issues, acting as a subject matter expert, and optimizing support workflows.

Location: Hybrid in Pasig, Metro Manila, Philippines

Company

hirify.global is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world.

What you will do

• Deliver high-level customer support across multiple channels, including email, live chat, SMS, and phone.
• Troubleshoot complex product or service issues by identifying root causes and collaborating with cross-functional teams.
• Act as a Subject-Matter Expert (SME) in customer support and serve as an interim Team Lead when required.
• Analyze recurring customer pain points and process gaps to provide actionable recommendations for workflow improvements.
• Maintain consistent productivity and customer satisfaction metrics.

Requirements

• Bachelor’s degree in any field.
• 3+ years of experience in Customer Support.
• Must be based in Pasig, Metro Manila, Philippines for hybrid work.
• Proficiency in CRM software and cloud-based applications (Google Workspace, MS Office).
• Strong written and verbal communication skills with excellent reading comprehension.

Nice to have

• Experience supporting SaaS products or working in fast-paced, high-growth environments.
• Experience using collaboration platforms such as Slack and Notion.

Culture & Benefits

• B-Corp certified company with a mission of social impact and dignified work.
• Values-driven environment focusing on authenticity, curiosity, dynamism, empathy, and operational excellence.
• Opportunity to work within a diverse, global team across multiple countries.