Customer Support Product Specialist (SaaS)

TL;DR

Customer Support Product Specialist (SaaS): Providing high-quality technical and functional support to users of a global brand visibility platform with an accent on troubleshooting complex issues and guiding customers through product workflows. Focus on maintaining high service standards, collaborating with cross-functional teams to resolve escalations, and translating user feedback into actionable product improvements.

Location: Belgrade (Onsite)

Company

hirify.global is a leading brand visibility platform that empowers marketers to command their online presence through AI-driven insights and expansive proprietary data.

What you will do

• Support users across email, ticketing, and chat channels, adjusting communication depth for various technical levels.
• Troubleshoot complex functional and technical issues, pinpointing root causes and documenting findings for resolution.
• Guide users through product features and best practices to ensure independent success.
• Collaborate with developers and product managers to deliver scalable fixes for escalated issues.
• Identify patterns and friction points in customer inquiries to provide actionable insights to product and UX teams.
• Maintain key KPIs and SLAs regarding response times and resolution quality.

Requirements

• English: C1+ proficiency required for professional communication across all channels.
• Experience in customer or technical support handling complex inquiries.
• Technical proficiency with CRM systems like Salesforce and support platforms like Intercom.
• Familiarity with digital marketing concepts including SEO, AI, LLMs, and API requests.
• Ability to work in a fast-paced environment with strong multitasking and problem-solving skills.
• Must be available for one of the two specified shifts: 2:00 PM to 10:00 PM CET (Sun-Thu or Tue-Sat).

Nice to have

• Excel proficiency for data analysis and reporting.
• Experience using Slack for internal collaboration.
• Practical experience with AI tools and prompt engineering.

Culture & Benefits

• Unlimited Paid Time Off (PTO).
• Hobby and team-building budget allowance.
• Comprehensive Employee Support Program.
• Financial aid for loss of family members.
• Access to various Employee Resource Groups.

Hiring process

• Resume review by the Talent Acquisition team.
• Detailed interview process focusing on background, personality, and professional experience.
• Online meetings require a laptop/desktop, camera usage, and a quiet environment.