Customer Experience Specialist (SaaS)

TL;DR

Customer Experience Specialist (SaaS): Providing technical guidance and advisory support for an autonomous marketing platform with an accent on complex problem solving and product expertise. Focus on diagnosing software issues, optimizing customer workflows, and collaborating with development teams to improve product stability.

Location: Heredia, Costa Rica (Hybrid setup with in-office and home office options)

Company

hirify.global is an autonomous marketing platform that empowers teams to automate campaigns using AI agents and goal-based automation.

What you will do

• Advise customers on platform usage and technical strategies to achieve their business goals.
• Provide high-velocity technical guidance across multiple industries via screen sharing, chat, and email.
• Diagnose complex software problems and handle account-related inquiries.
• Own the end-to-end resolution of user-reported issues and infrastructure alerts.
• Collaborate with development teams to drive system stability and produce knowledge base articles.
• Identify product improvements, reproduce bugs, and highlight high-impact opportunities to enhance user experience.

Requirements

• Fluent English, Spanish, and Italian (speaking, reading, and writing).
• Strong analytical, organizational, and communication skills with the ability to work under pressure.
• Solutions-oriented mindset with the ability to explain technical problems clearly.
• Capability to handle a high volume of daily emails, live chats, and phone calls.
• Ability to work night shifts and weekends.
• Must pass a mandatory background check.

Nice to have

• Prior experience in SaaS or Technical support.

Culture & Benefits

• Comprehensive health and dental benefits paid 100% by the company for employees and dependents.
• Complimentary telehealth services and a subscription to Calm.
• Access to LinkedIn Learning and professional development programs.
• Generous Paid Time Off and a four-week paid sabbatical with a bonus after five years.
• In-office meal and transportation perks, as well as a home office stipend.