Customer Success Associate

TL;DR

Customer Success Associate (Customer Support): Supporting and nurturing user relationships for the hirify.global Picks product by collecting customer voice, resolving issues, and routing feedback to the right teams with an accent on multi-channel communication, conflict resolution, and fraud-aware account support. Focus on investigating bug and usability problems, prioritizing product/feature requests, and reviewing deposit/withdrawal transactions for potential fraud.

Location: Remote, United States

Company

hirify.global is a sports-focused games platform with messaging at its core.

What you will do

• Provide customer service across email, chat, and social media while applying product and industry knowledge.
• Handle complaints, requests, and inquiries professionally and on time, using conflict resolution and clear communication.
• Support internal teams (including Regulatory Operations and Compliance) with ad hoc requests and additional fraud reviews as needed.
• Assist Operations and Fraud teams with user-interaction needs related to the DFS product.
• Review player deposit and withdrawal transactions for potential fraud to ensure accounts are correctly maintained.

Requirements

• 2+ years of experience in a direct Customer Support/Success role.
• Excellent verbal and written communication skills for collaborating across departments and with users.
• Availability for weeknights and weekends with a 5-day weekly schedule covering 40 hours per week.
• Ability to ask questions to understand user intent and isolate root causes of bugs.
• High empathy and a customer-centric mindset.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) and flexible working hours with remote work options.
• Unlimited PTO and opportunities for career advancement.
• Competitive pay with benefits including Medical, Dental, PTO, and 401k.

Hiring process

• Interviews to assess customer support experience, communication skills, and problem-solving approach.
• Evaluation of availability for night shifts/weekends and fit for customer-centric work.