Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing high-quality technical support and troubleshooting for accounting software users with an accent on resolving complex issues via email, chat, and phone. Focus on advocating for customer needs, mastering product features, and improving support processes in a fast-paced startup environment.

Location: Must be based in or able to commute to South Jordan, UT (Hybrid: In-office MWF)

Company

hirify.global is a fast-growing SaaS company building simple, efficient practice management software for the accounting industry.

What you will do

• Anticipate and resolve customer issues professionally via email, chat, and phone.
• Provide remote troubleshooting and guide users through software navigation.
• Take ownership of customer issues and advocate for their needs based on severity.
• Develop a deep understanding of current and upcoming product features.
• Coordinate with internal teams to resolve technical and account-level issues.
• Contribute to improving and perfecting support organization processes.

Requirements

• Must be able to work in-office in South Jordan, UT (MWF).
• Excellent written and verbal communication skills in English.
• Tech-savvy with the ability to learn new software tools quickly.
• Ability to type at least 50 wpm.
• Solution-oriented mindset with strong organizational skills.
• Excitement about implementing and utilizing AI in daily workflows.

Nice to have

• Experience with support ticketing systems.
• Previous customer service or call center experience (2-3 years).
• Background in accounting or tax software.

Culture & Benefits

• Flexible Paid Time Off plus 10 company holidays.
• Comprehensive health benefits (Medical, Dental, Vision) with 100% premium coverage for employees.
• 401(k) plan with 3% company match and immediate vesting.
• Paid parental leave and supplemental disability/life insurance.
• Access to mental health resources and peer-to-peer recognition programs.
• Collaborative, fast-paced startup environment with regular company events.

Hiring process

• Initial 20-minute phone call with the People Team.
• 45-60 minute video or in-person interview with the Hiring Manager.
• 1-3 additional rounds of interviews depending on the role.