Associate Customer Support Specialist

Location: Remote in the United States; ideally located on the West Coast and able to work PST hours. MST is acceptable if willing to work PST hours. New York City and San Francisco are office locations for hybrid roles, but this role is remote.

Salary: $55,000–$65,000 estimated annual base salary, plus equity.

Company

hirify.global builds AI-powered HR, finance, operations, and embedded payment software for construction and field services contractors.

What you will do

• Resolve Tier 1 support cases across payroll, taxes, HR, and benefits.
• Support customers through phone, email, and ticketing channels.
• Learn hirify.global’s product, ticketing tools, and knowledge base, then resolve tickets independently.
• Use troubleshooting frameworks to diagnose issues and provide clear, empathetic responses.
• Follow up proactively, escalate cases to Specialists when needed, and ensure tickets are fully resolved.
• Develop a product specialization and contribute to team service-level targets.

Requirements

• 0–2 years of experience in customer support, customer success, retail, hospitality, or a similar customer-facing role.
• Must be located in or able to work PST hours; MST is acceptable if willing to work PST hours.
• Comfort speaking with customers by phone is required.
• Ability to manage multiple open cases in a fast-paced, ticket- or queue-driven environment.
• Experience with modern SaaS tools and help desk systems such as Pylon, Zendesk, Intercom, Front, or similar.
• Ability to learn complex products quickly, follow troubleshooting frameworks, and communicate with empathy.

Nice to have

• Curiosity about the construction industry and the operational realities of contractors.
• Experience developing expertise in a complex product or domain.

Culture & Benefits

• Full-time employment with competitive salary, commission, and equity packages.
• Medical, dental, vision, and FSA plans, plus a company-matched 401(k).
• Flexible PTO and 16 weeks of paid parental leave for all parents.
• Annual educational allowance for external professional development.
• Company and team off-sites several times per year; occasional travel is expected for onboarding and off-sites.

Hiring process

• AI-assisted recruiter screening reviewed by a hirify.global recruiter.
• Hiring manager interview.
• Take-home assignment followed by a Mitosaur team round.