Customer Support Specialist, Tier 3 (Fintech)

TL;DR

Customer Support Specialist, Tier 3 (Fintech): Handling complex technical escalations and empowering T1/T2 agents for an AI-powered business management platform with an accent on product expertise and cross-functional collaboration. Focus on resolving high-touch member inquiries, managing support programs, and partnering with Product and Engineering teams to enhance the member experience.

Location: Hybrid: Must be based in San Francisco, CA, USA (working from office 3 days a week)

Company

hirify.global is an AI-powered business management platform designed to help independent professionals and service-based business owners scale efficiently.

What you will do

• Troubleshoot and handle high-touch escalations via chat, email, and phone.
• Empower Tier 1 and Tier 2 agents to resolve member inquiries successfully.
• Own specific support functions and manage related projects or programs.
• Partner with Product, Engineering, and Customer Success teams on high-impact company initiatives.
• Act as a hirify.global product expert and internal advocate for members.

Requirements

• 3+ years of experience in customer support, including at least 1 year in a technical support role.
• Location: Must be able to work from the San Francisco office 3 days a week.
• Schedule: Availability to work one weekend day as part of the work week.
• Excellent written and verbal communication skills for articulating complex concepts.
• Experience in project or program management.
• Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize work.

Nice to have

• Experience with Intercom.
• Experience working with BPOs.
• Background in Fintech.
• Strong technical troubleshooting skills.

Culture & Benefits

• Competitive salary and meaningful equity grants.
• Comprehensive wellness programs and exceptional family leave policies.
• Mission-driven environment that encourages out-of-the-box thinking and innovation.
• Core values focused on people first, ownership, and transparency.