Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing high-quality technical support and troubleshooting for salon and spa management software with an accent on empathy, speed, and accuracy. Focus on resolving customer inquiries via chat and calls, collaborating with technical teams, and improving the overall user experience.

Location: Remote (Must be based in the US and work PT or MT time zones)

Salary: $60,000 – $65,000

Company

Fast-growing SaaS company providing highly-rated management software for salons and spas in the US and Canada.

What you will do

• Troubleshoot and respond to customer inquiries primarily via chat and phone calls.
• Continuously develop expert-level knowledge of the hirify.global product and the beauty industry.
• Collaborate with cross-functional teams to identify and resolve reported technical issues.
• Document frequent customer problems and their corresponding solutions.
• Provide personalized solutions and proactive follow-ups to ensure high retention and satisfaction.

Requirements

• Minimum 1 year of experience in a software support position.
• Must be based in the US and available to work Monday - Friday, 9am-6pm Pacific Time (PT) or Mountain Time (MT).
• Ability to learn quickly and work autonomously within a team environment.
• Strong written communication skills and the ability to handle complex challenges under pressure.

Nice to have

• Experience working with salons, spas, or the beauty and wellness industry.

Culture & Benefits

• Comprehensive health, dental, vision, life, and LTD insurance.
• Generous monthly wellness budget for gym, yoga, and similar activities.
• Premium subscriptions to Calm and One Medical.
• Flexible and unlimited PTO.
• 401k plan and employee stock option program.