Customer Experience Specialist (SaaS)

TL;DR

Customer Experience Specialist (SaaS): Providing high-quality technical support and resolving complex customer issues with an accent on empathy, technical troubleshooting, and cross-functional collaboration. Focus on maintaining high CSAT and SLA standards while leveraging AI-powered tools to optimize support workflows.

Location: Must be based in Costa Rica

Company

hirify.global is an AI-native platform transforming the $100B multilingual content industry by enabling enterprises to build hybrid workforces of humans and AI agents.

What you will do

• Resolve customer requests using Zendesk and YouTrack ticketing systems.
• Troubleshoot complex technical issues involving APIs, JSON, XML, and Python scripts.
• Collaborate with product, engineering, and sales teams to escalate and resolve critical bugs.
• Develop and maintain help center documentation for users and internal teams.
• Participate in a rotational on-call roster to support enterprise customers during off-business hours.

Requirements

• Must be based in Costa Rica
• Excellent written and spoken English communication skills
• Experience working in a SaaS environment in a support role
• Proficiency with Python, APIs, HTTP methods, XML, JSON, Xpath, and Regex
• Proven experience with Zendesk and Slack
• Ability to work in a highly intense startup environment

Nice to have

• Experience with localization and translation workflows

Culture & Benefits

• Work within a globally distributed team of 200+ people across 30+ countries.
• Opportunity to shape the future of work in an AI-native organization.
• High-growth environment with a focus on ownership, speed, and impact.
• Inclusive culture that values diversity and authentic self-expression.
• On-call allowances provided for off-business hour shifts.