Associate Customer Support Specialist

TL;DR

Associate Customer Support Specialist (SaaS/Fintech): Providing frontline support for construction contractors using hirify.global's HR and payroll platform with an accent on empathy, troubleshooting, and ticket resolution. Focus on mastering complex product domains, managing high-volume queues, and delivering timely solutions for critical payroll and tax-related issues.

Location: Remote (US-based). If you live within a reasonable commute to New York City or San Francisco, a hybrid 3-day in-office schedule is expected; otherwise, this role is fully remote.

Salary: $55,000 – $65,000 + Equity

Company

hirify.global is a fast-growing vertical software company rebuilding core HR, finance, and operations systems for the construction industry using AI and embedded payments.

What you will do

• Resolve Tier 1 support cases across payroll, taxes, HR, and benefits for a large customer base.
• Ramp up quickly on product knowledge and ticketing tools to handle cases independently.
• Diagnose issues using troubleshooting frameworks and provide clear, empathetic responses.
• Proactively manage open tickets and collaborate with Specialists to ensure timely resolution.
• Develop a product specialization and contribute to team SLAs by handling assigned tickets efficiently.

Requirements

• 0–2 years of experience in a customer-facing role such as support, success, retail, or hospitality.
• Must be based in the United States to align with company operations and benefits.
• Proven ability to learn complex products or domains quickly.
• Proficiency with modern SaaS tools and help desk/ticketing systems like Zendesk or Intercom.
• Strong ownership, empathy, and the ability to manage multiple cases in a fast-paced environment.

Culture & Benefits

• Competitive salary, commission, and equity packages.
• Comprehensive medical, dental, vision, and FSA plans.
• 401(k) retirement plan with company matching.
• Flexible PTO policy and 16-week paid parental leave.
• Annual educational allowance for professional development.
• Regular company-wide and team-specific off-sites.

Hiring process

• AI Recruiter Screen
• Hiring Manager Interview
• Take Home Assignment
• Mitosaur Team Round