Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing first-line technical support for an all-in-one community platform with an accent on troubleshooting complex technical issues across various devices and platforms. Focus on optimizing customer experience, collaborating with engineering teams to resolve bugs, and advising creators on community growth.

Location: Remote (Global). Must be available to work 10:00 AM to 6:30 PM Pacific Time, Tuesday through Saturday.

Salary: $45,000 - $60,000 USD per year

Company

hirify.global is building the world’s leading all-in-one platform for online communities, allowing creators and businesses to engage their audience through discussions, live streams, and courses.

What you will do

• Prioritize and resolve customer issues via email and provide hands-on support for hirify.global Plus communities.
• Troubleshoot technical issues across desktop, mobile browsers, and native iOS/Android apps.
• Collaborate with engineers and designers to resolve complex bugs in live streams, payments, and member management.
• Identify customer inquiry trends to suggest proactive product improvements.
• Advise creators on practical solutions for launching and building their communities.
• Coordinate with a global team using Notion, Slack, and Zendesk.

Requirements

• English proficiency: C2 (Native or near-native) required.
• Availability: Must work 10:00 AM to 6:30 PM Pacific Time, Tuesday to Saturday (40 hours per week).
• 3+ years of experience in a technical support role, ideally in SaaS.
• Strong written and verbal communication skills.
• Ability to understand and implement technical workflows at a fast pace.

Nice to have

• Experience working with Zendesk.
• Previous experience in a 100% remote role with an international team.
• Experience with community, payment, live stream, or content-related products.
• Knowledge of automation tools like Zapier, SSO flows, or API troubleshooting.

Culture & Benefits

• Fully remote work environment with the ability to work from anywhere in the world.
• 35 days of annual PTO and a paid sabbatical after 5 years of service.
• U.S. benchmarked compensation and startup equity.
• Comprehensive medical coverage for employees and their families.
• Home office and professional development stipends.
• Two fully paid company retreats per year in various global locations.

Hiring process

• Application submission through Greenhouse.
• Possible short introductory video recording.
• Live face-to-face video interviews via Zoom or Google Meet.