Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Providing technical support and onboarding for customers across EMEA time zones with an accent on technical troubleshooting and knowledge base management. Focus on resolving complex product issues, creating educational content, and guiding Freemium users through the setup process.

Location: Remote (Colombia)

Company

hirify.global is a high-growth Series B software company specializing in Interview Intelligence to transform the hiring experience.

What you will do

• Respond to customer inquiries via Slack, email, and chat, providing guidance on product usage and troubleshooting.
• Investigate and resolve technical issues, collaborating with Product and Engineering teams on complex cases.
• Lead white-glove onboarding and education sessions for Freemium and trial customers.
• Develop and maintain Help Center articles, including step-by-step guides and video tutorials.
• Educate customers on product best practices and incorporate feedback into support insights.

Requirements

• Must be based in Colombia
• 1+ years of experience in customer service or technical support.
• 1+ years of experience working with CRM and support ticketing systems.
• Experience supporting a B2B SaaS product (HR tech experience is a plus).
• Excellent written and verbal English communication skills
• Comfort engaging customers via live video with patience and clarity.

Culture & Benefits

• Flexible remote work culture.
• Opportunity to grow alongside a category-creating platform in a fast-paced SaaS environment.
• Collaboration with a high-performing global support team.