Customer Operations Specialist (SaaS)

TL;DR

Customer Operations Specialist (SaaS): Managing the post-onboarding customer lifecycle and technical support ecosystem with an accent on platform configuration, API troubleshooting, and knowledge base architecture. Focus on leveraging AI to automate support workflows and ensuring seamless technical delivery for a global climate intelligence platform.

Location: Must be based in or able to relocate to Boston, Massachusetts, USA

Salary: $130,000–$150,000

Company

hirify.global is a leading weather intelligence and climate resilience platform that combines satellite technology and AI to help organizations manage weather-related risks.

What you will do

• Own the end-to-end customer support ecosystem, including ticketing logic, escalations, and platform configurations.
• Act as the technical triage lead, investigating issues via API and platform tools before escalating to Engineering.
• Manage account provisioning for new business and ensure alignment with contractual terms.
• Maintain the Help Center by creating high-quality technical documentation for new features.
• Implement AI tools to automate support workflows and improve customer time-to-value.
• Lead remote training sessions and occasional on-site customer projects.

Requirements

• 2-3 years of experience in a technical customer-facing role such as Support, Implementation, or Technical Account Management.
• English proficiency: C1+ required for communication and training.
• Experience with ticketing systems like Zendesk, Salesforce, Intercom, or Freshdesk.
• Technical aptitude including comfort with APIs, troubleshooting, and data reporting.
• Travel readiness for occasional on-site customer projects or company events.
• Flexibility to work unconventional hours occasionally to sync with a global team.

Nice to have

• Proficiency in an additional language.
• Experience with BI tools like Looker, Tableau, or PowerBI.
• Previous experience in a fast-paced startup environment.
• Interest in climate tech or environmental science.

Culture & Benefits

• Comprehensive health benefits package.
• Unlimited paid time off policy.
• Flexible working hours.
• Commitment to diversity, equity, and inclusion with regular pay practice reviews.
• Growth-oriented environment with individual career paths.