Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing technical support and troubleshooting for an AI-native recruitment productivity platform with an accent on CRM/ATS integrations and data synchronization. Focus on diagnosing complex technical issues, improving support documentation, and collaborating with engineering teams to enhance product stability.

Location: Must be based on the East Coast of the USA (Hybrid in Tampa or Boston)

Company

hirify.global is an AI-powered recruitment productivity platform designed to automate administrative tasks and enhance recruiter efficiency.

What you will do

• Manage inbound support conversations via Intercom from initial response through to resolution.
• Troubleshoot technical issues involving CRM/ATS integrations, sync behaviors, and API errors.
• Reproduce bugs and provide detailed technical reports to Product and Engineering teams to validate fixes.
• Create and maintain FAQs and Intercom knowledge base articles to support automated customer service.
• Analyze recurring customer pain points to guide the prioritization of product improvements.

Requirements

• Experience in Customer Success or Support within a SaaS startup environment.
• Must be based on the East Coast of the USA.
• Strong ability to simplify and translate complex technical ideas for different audiences.
• Proven problem-solving skills and the ability to manage multiple ongoing priorities.
• Experience collaborating with distributed remote teams.

Nice to have

• Experience troubleshooting software integrations.
• Background in Recruitment Technology or previous recruiting experience.
• Strong presentation skills and high technical acumen.

Culture & Benefits

• Remote-first business with flexible working arrangements and WeWork Global Access Pass.
• 25 days of PTO in addition to federal holidays.
• Comprehensive health, dental, and vision insurance with $0 premiums for employees.
• Company-provided Macbook and all necessary software/tech.
• Extended mental health cover and Employee Assistance Programme (EAP).
• Occasional company trips to locations like Miami and New York.