Product Support Specialist

TL;DR

Product Support Specialist: Supporting hirify.global users via live chat, phone, and email with an accent on troubleshooting product issues, guiding customers through new features and workflows, and maintaining high support channel productivity. Focus on building a reliable knowledge base and routing customer feedback to product and technical teams.

Location: Hybrid — candidates based in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo; attend the office at least 1 day per week.

Salary: $50,000–$67,600 per year (minimum to maximum), with a midpoint of $58,800.

Company

hirify.global provides technology that helps small service businesses quote, schedule, invoice, and collect payments.

What you will do

• Respond to customer inquiries across the hirify.global ecosystem via live chat, phone, or email.
• Troubleshoot and resolve questions about features, bugs, and customer workflows.
• Maintain high productivity across support channels and communication mediums.
• Act as a liaison for customer feedback to product and technical teams.
• Build and maintain an FAQ/knowledge base and document feedback and recommendations.

Requirements

• Based in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo and able to attend the office at least 1 day per week.
• 1 year of contact center experience (preferred).
• Strong verbal communication skills for clear, concise, friendly phone interactions.
• Ability to write professional, empathetic responses for email and chat with high attention to detail.
• Comfort with technology and navigating cloud-based software; ability to touch type for high-volume chats.
• Empathy, curiosity, reliability, and resilience in handling complex or difficult customer situations.

Culture & Benefits

• Extended health benefits with fully paid premiums for both body and mind.
• Retirement savings matching in RRSP, TFSA, or FHSA, plus stock options.
• Annual stipends for health and wellness.
• Dedicated talent development with career coaching and learning/leadership programs.
• Compensation transparency and open conversations about pay during the hiring process.

Hiring process

• Complete up to three stages: a brief recorded audio assignment (Willo), a conversation with Talent Attraction, and an interview with a hiring manager.
• Strong-fit candidates are added to a talent pool and contacted when roles open; active candidates stay in the pool up to 3 months.
• Final steps move quickly if a role opens and interest remains.