Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Providing world-class technical support and guidance for an automation platform for audit and assurance practitioners with an accent on customer success and platform adoption. Focus on resolving complex technical issues, facilitating feedback loops between clients and product teams, and optimizing onboarding processes.

Location: Remote (Must be based in the USA and comfortable working 9am to 6pm ET)

Salary: $52k – $75k + Equity

Company

hirify.global builds software to automate and streamline the work of assurance and audit practitioners within cybersecurity, privacy, and financial audit.

What you will do

• Resolve technical issues related to the platform via email, phone, or chat, ensuring quick resolution of software problems and user errors.
• Guide customers through features and functionalities, providing best practices for optimal software utilization.
• Act as a bridge between customers and Engineering, Product, and Design teams to help shape the product roadmap.
• Assist in customer database setup and template creation to ensure a high-quality onboarding experience.
• Develop and maintain online help resources, FAQs, and support documentation for user self-service.

Requirements

• 1-3 years of customer support experience, preferably within an Enterprise SaaS company.
• Hands-on experience working in a high-growth startup environment.
• Strong communication and problem-solving skills for assisting customers through complex issues.
• Ability to take full ownership of projects end-to-end with minimal oversight.
• Must be based in the USA and available to work 9am to 6pm ET.

Nice to have

• Familiarity with the integration of merge tags in Microsoft Office applications.

Culture & Benefits

• Remote-first company culture enabling work from anywhere within the US.
• Equity options as part of the total rewards package.
• Inclusive, driven, and supportive team environment.
• Values-based culture focusing on ownership, speed, and delivering 11-star customer experiences.