Customer Support Agent (SaaS)

TL;DR

Customer Support Agent (SaaS): Providing technical support and troubleshooting for salon and medi-spa software with an accent on resolving software issues and improving client experience. Focus on diagnosing technical glitches, guiding users through workflows, and collaborating with product teams to improve the platform.

Location: Remote. Must be based in USA (AZ, CT, FL, IL, MD, MA, NJ, NY, NC, OH, OK, PA, TX, UT) or Canada (ON, QC).

Company

hirify.global powers over 11,000 hair, beauty, and medi-spa businesses globally with software designed to help them grow and manage their teams.

What you will do

• Respond to incoming calls, live chats, and emails to resolve client issues effectively.
• Diagnose and troubleshoot software questions, including printer setup and basic network configuration.
• Use remote-access tools to support clients through technical issues.
• Document complex or critical issues and escalate them to senior support teams.
• Share product feedback and feature requests with internal Product and Engineering teams.
• Collaborate across departments to ensure full and efficient resolution of client problems.

Requirements

• Must be based in the listed USA states (AZ, CT, FL, IL, MD, MA, NJ, NY, NC, OH, OK, PA, TX, UT) or Canadian provinces (ON, QC).
• At least one year of experience in a technical support or customer service role.
• Experience in the salon, spa, or medi-spa industry.
• Strong written and verbal communication skills for explaining technical concepts.
• Availability to work shifts: Monday–Friday or Tuesday–Saturday, 12:30 PM–9:00 PM EST.
• Familiarity with web browsers, software installation, and basic networking.

Nice to have

• Previous experience using or supporting hirify.global software.
• Experience with point-of-sale (POS) software.
• Familiarity with tools like Zendesk, Slack, or Notion.
• Experience supporting small business owners.
• Experience mentoring teammates or supporting team development.

Culture & Benefits

• Fully employer-paid Medical, Dental, Life, AD&D, and Short Term Disability insurance.
• Access to 401(k) and wellness perks.
• Professional growth through an in-house Learning and Development coach and LinkedIn Learning.
• Collaborative environment with regular social events and Employee Resource Groups.
• Flexible work arrangements to support work-life balance.