Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing first-line support and managing onboarding and compliance for SaaS companies with an accent on KYB/KYC checks and transaction investigation. Focus on optimizing customer experience across support channels and identifying process inefficiencies.

Location: Remote, must be based in Portugal

Company

hirify.global provides a Merchant of Record payment infrastructure to help SaaS companies simplify their payment stacks.

What you will do

• Resolve customer queries via email, chat, and Twitter to ensure business continuity.
• Execute onboarding processes, including website reviews and preliminary KYB/KYC checks.
• Manage refund requests, dispute investigations, and invoicing reconciliation.
• Escalate complex technical or account queries to the Level 2 Support team.
• Collaborate with the team to flag inefficiencies and propose process improvements.

Requirements

• Experience in customer service or a strong desire to start a career in customer support.
• Proficient English speaker.
• Must be based in Portugal.
• Ability to coordinate and communicate with teams across multiple time zones (GMT, AEST, EST, PHT).
• Strong sense of empathy, autonomy, and an investigative mindset.

Nice to have

• Previous experience working within a SaaS company.

Culture & Benefits

• Digital-first remote work environment.
• Unlimited holidays and 4 months of paid family leave.
• Annual learning fund and investment in personal development.
• Transparent, collaborative, and respectful team culture.