Customer Service Representative (SaaS)

TL;DR

Customer Service Representative (SaaS): Managing first-line partner support for the Found CRM platform with an accent on ticket resolution, knowledge base development, and AI agent optimization. Focus on investigating product-specific bugs and translating customer friction into actionable product improvements.

Location: Hybrid in London, UK (two core office days)

Salary: £30,000 – £35,000 + Equity

Company

hirify.global is creating an AI-powered operating system for the social care sector to help care providers manage operations and make finding care more accessible.

What you will do

• Act as the primary point of contact for partners via live chat and email, managing tickets from first response to resolution.
• Handle human escalations when the AI Agent cannot resolve complex, product-specific problems.
• Build and maintain the knowledge base by writing help articles and filling content gaps.
• Investigate and reproduce technical issues, providing well-evidenced bug reports to Engineering and Product teams.
• Track support metrics such as SLAs and CSAT to improve support efficiency and AI Agent performance.
• Onboard and train new care-provider partners to ensure they derive immediate value from the platform.

Requirements

• Experience in a customer-facing role (customer service, helpdesk, retail, or contact center).
• Strong written communication skills: ability to be clear, warm, and concise in chat and email.
• Natural troubleshooting ability and a commitment to owning problems through to resolution.
• Must be based in or able to work from the London office on a hybrid basis.
• Curiosity regarding AI and a willingness to collaborate with AI-driven support tools.

Nice to have

• Experience using helpdesk or CRM tools such as Zendesk, Intercom, HubSpot, or Pylon.
• Prior experience in creating or owning technical documentation.

Culture & Benefits

• Generous EMI share equity offering.
• 26 days of holiday plus bank holidays.
• Hybrid work policy with a modern office location at London Bridge.
• Career-defining opportunity to build a support function from the ground up in a high-growth startup.
• Mission-driven environment focused on improving later-life care.

Hiring process

• 20-minute remote screening interview with Talent Acquisition.
• 1-hour remote case study assessment and presentation.
• 1.5-hour final in-person interviews with the CEO and Head of Customer Success.