Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Delivering high-quality technical and procedural support for an AI-powered verification platform with an accent on empathetic communication and technical precision. Focus on troubleshooting complex user issues, collaborating cross-functionally to improve the customer journey, and maintaining knowledge base content.

Location: Nashville, TN. Must work from the office 3+ days a week. Relocation stipend may be available for hub locations (Denver, San Francisco, Nashville, Santiago).

Salary: $16.83 - $21.16 per hour

Company

hirify.global builds a data platform for safe and fair decisions using AI verification for companies like Uber, Airbnb, and Amazon.

What you will do

• Provide exceptional support via phone, email, and chat with high standards of empathy and professionalism.
• Troubleshoot complex technical and procedural issues, escalating to higher levels when necessary.
• Manage a high volume of inbound inquiries using effective prioritization and time management.
• Perform proactive outreach and follow-ups to improve customer satisfaction and prevent recurring issues.
• Identify support trends and customer pain points to contribute to the knowledge base and process improvements.
• Collaborate with product, operations, and engineering teams to enhance the overall customer journey.

Requirements

• 1+ years of customer support experience in a high-volume environment (contact center, SaaS, or startup).
• Exceptional verbal and written communication skills with strong active listening.
• Proven ability to troubleshoot software and hardware issues across multiple platforms.
• Proficiency in multitasking across various systems simultaneously with high accuracy.
• Strong bias for action, resilience in ambiguity, and a commitment to continuous learning.
• Must be based in or able to relocate to Nashville, TN (or other hub locations).

Culture & Benefits

• 100% medical, dental, and vision coverage.
• Flexible PTO policy and monthly wellness stipend.
• Up to $25K reimbursement for fertility, adoption, and parental planning services.
• Learning and development allowance.
• Competitive cash and equity compensation with opportunities for advancement.
• In-office perks including daily lunch, snacks, beverages, and a commuter stipend.