Frontline Support Specialist

TL;DR

Frontline Support Specialist (SaaS): Managing customer support tickets and resolving technical issues for SMB accounts with an accent on precision, efficiency, and customer satisfaction. Focus on troubleshooting technical glitches, coordinating with internal teams, and ensuring seamless service operations in a fast-paced environment.

Location: Must be based in Casablanca, Morocco. The role requires full-time in-office attendance for the first 3 months, transitioning to a hybrid schedule (3 days in office, 2 days remote).

Company

hirify.global is a rapidly scaling SaaS unicorn revolutionizing the food and retail industries with an API-first platform for order management.

What you will do

• Manage and prioritize customer support tickets using advanced CX management tools.
• Act as the primary point of contact for resolving technical and administrative issues.
• Independently troubleshoot and resolve common technical glitches for SMB accounts.
• Conduct initial investigations for commercial and retention-focused requests.
• Coordinate with internal teams and escalate complex issues to subject matter experts.

Requirements

• Fluency in English and Arabic is essential (written and verbal).
• At least 2 years of experience in customer support, IT Helpdesk, or solutions consulting, preferably in SaaS.
• Must possess the legal right to work in Morocco (no relocation assistance provided).
• Ability to work rotating shifts, including weekends and holidays.
• Strong ownership, organizational, and critical thinking skills.

Nice to have

• Fluency in French is a significant advantage.

Culture & Benefits

• Dedicated learning budget for professional growth.
• Opportunity to contribute to a global, diverse, and international team.
• Work in a fast-paced, innovative environment with weekly feature releases.
• Regionally tailored compensation and benefits packages.
• Inclusive workplace culture that values transparency and diverse perspectives.