Configuration Success Analyst (SaaS)

TL;DR

Configuration Success Analyst (SaaS): Managing and configuring hirify.global solutions to ensure efficient access management with an accent on back-office support and billing resolution. Focus on troubleshooting authentication issues, optimizing system performance, and meeting SLA/KPI targets in a 24/7 rotating roster environment.

Location: Hybrid (Manila, Philippines) - 3 days in-office

Company

World-leading open hotel commerce platform supporting 50,000 hotels in 150+ countries.

What you will do

• Deliver back-office support across the full product and services portfolio for internal teams and external customers.
• Manage and resolve customer configuration and billing enquiries with full ownership.
• Collaborate with Technical Support, Billing, Onboarding, and Sales teams to ensure effective issue resolution.
• Maintain accurate records of customer interactions and case progress using internal CRM tools.
• Achieve individual KPIs including service level, case resolution time, and first-contact resolution rates.
• Provide support on a 24/7 rotating roster covering APAC, EMEA, and AMERS regions.

Requirements

• Customer service mindset; fresh graduates are welcome to apply.
• Fluent English communication skills, both verbal and written.
• Strong troubleshooting skills with the ability to analyze root causes and resolve issues accurately.
• Experience working within high-volume, SLA, and KPI-driven environments.
• Ability to multitask and operate across several computer platforms simultaneously.
• Must be based in Manila to support the hybrid working model.

Culture & Benefits

• Equity packages to share in the company's growth.
• Hybrid working model (3 days in-office).
• Mental health and well-being initiatives.
• Generous parental leave and paid leave for birthdays, study, and volunteering.
• Sponsored social clubs, team events, and Employee Resource Groups (ERG).
• Investment in personal growth through professional training and advancement opportunities.