Customer Experience Specialist (SaaS)

TL;DR

Customer Experience Specialist (SaaS): Managing customer support, knowledge base resources, and process documentation for a pastoral care platform with an accent on technical troubleshooting and user advocacy. Focus on building scalable support frameworks, analyzing usage data to drive product improvements, and bridging the gap between customer needs and the development team.

Location: Must be based in one of the following US states: AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, WA, VA.

Compensation: $67,500–$76,000

Company

hirify.global provides mobile apps, management software, and giving technology to help organizations and communities stay connected.

What you will do

• Provide responsive technical support via Slack, email, and virtual meetings.
• Troubleshoot customer issues and serve as a liaison to the development team.
• Maintain and organize the Nurture Library and help documentation.
• Create scalable support systems and internal process workflows.
• Analyze usage data to recommend system improvements and product enhancements.
• Develop educational resources to improve user self-service capabilities.

Requirements

• Must be based in an approved US state (AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, WA, VA).
• 3+ years of professional experience in content strategy, knowledge management, or customer-facing SaaS support.
• Excellent technical writing and verbal communication skills.
• Strong project management skills with the ability to balance multiple concurrent tasks.
• High school diploma or equivalent.
• Ability to translate complex software bugs into easy-to-understand instructions.

Nice to have

• Experience with church tech systems, ministry operations, or church culture.
• Background in customer retention initiatives.

Culture & Benefits

• 100% employer-paid premiums for Medical HDHP, Dental, and Vision for employees.
• 401K match program.
• 15 days PTO to start, increasing with tenure.
• 12 paid company holidays and 2 volunteer days.
• Paid parental and adoption leave.
• Supportive environment focused on career growth and professional development.