Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing expert technical assistance to healthcare professionals within a high-volume, AI-augmented support environment with an accent on Zendesk proficiency and complex issue resolution. Focus on maintaining high performance standards, troubleshooting software bugs, and serving as the human connection in a fast-paced SaaS ecosystem.

Location: Must be based in the US

Compensation: $18 – $22 per hour

Company

hirify.global simplifies workforce compliance management across the healthcare industry through innovative technology and strategic partnerships.

What you will do

• Provide expert assistance via live chat, email, and phone in a high-volume environment.
• Resolve a minimum of 8 tickets per hour while maintaining high customer satisfaction scores.
• Manage complex human interactions within an AI-augmented support workflow.
• Troubleshoot software bugs and navigation issues as a platform power user.
• Surface product feedback and recurring friction points to internal teams.
• Collaborate on enhancing the internal knowledge base and support documentation.

Requirements

• 2+ years of experience in a contact center or technical support role within the SaaS industry.
• Proficiency with Zendesk or a similar CRM.
• Excellent verbal and written English communication skills.
• Ability to maintain a quiet, dedicated home workspace with high-speed internet (25–50 Mbps down / 5–10 Mbps up).
• Stable connection capable of supporting consistent, high-quality VOIP phone calls.
• Positive mindset toward AI evolution and ability to learn new software quickly.

Nice to have

• Fluency in Spanish.
• Associate’s degree or higher.

Culture & Benefits

• 401K with company matching and financial planning resources.
• Comprehensive medical, dental, and vision insurance options (HSA/FSA).
• Annual Lifestyle Spending Account (LSA) for personal well-being.
• Ample PTO including volunteering, birthday, and parental leave.
• Professional development allowance.