Customer Experience Specialist (SaaS)

TL;DR

Customer Experience Specialist (SaaS): Providing expert technical support and guidance for a modern People Platform with an accent on product troubleshooting and customer satisfaction. Focus on resolving complex product issues, optimizing internal support processes, and creating scalable help center content.

Location: Hybrid (Australia)

Company

hirify.global is a modern People Platform providing HR and people management software for a global customer base.

What you will do

• Guide customers through product issues via email, phone, and Zoom sessions.
• Perform deep troubleshooting and investigation of technical issues raised by customers.
• Escalate complex cases to internal teams while maintaining proactive communication with users.
• Balance priority requests across multiple queues and time zones.
• Develop Help Center content to assist both customers and internal colleagues.
• Identify and implement improvements for internal support processes to enhance efficiency.

Requirements

• At least 3 years of experience in a customer-facing SaaS role (customer support or technical support).
• Ability to explain complex technical concepts clearly and professionally.
• Availability Monday to Friday, 9am to 6pm.
• Proven ability to multitask and handle competing priorities in a fast-paced environment.

Nice to have

• Experience with Zendesk, Slack, and Asana.
• Background in CSM, customer onboarding, or account management.
• Knowledge of the HR space, including HRIS, compensation, and benefits.
• AI-forward mindset and comfort using AI tools to increase productivity.
• Experience working with global teams in an asynchronous style.

Culture & Benefits

• Pre-IPO equity options.
• 20 days annual leave plus an extra day for your birthday.
• Quarterly balance days to fully switch off and recharge.
• Work-from-home setup allowance and weekly in-office lunches.
• Paid baby bonding leave for new parents.
• Access to Headspace for mental wellbeing.