Enterprise Customer Experience Specialist (SaaS)

TL;DR

Enterprise Customer Experience Specialist (SaaS): Serving as the primary support point of contact for high-profile enterprise clients, managing complex incidents, and driving cross-functional collaboration to ensure business-critical resolutions. Focus on building deep client relationships, project managing high-priority needs, and acting as the voice of the customer within the organization.

Location: Must be based in the United States (specifically Austin, TX; Akron, OH; Irvine, CA; or SF Bay Area/Northern California).

Salary: $70,000 - $98,000

Company

hirify.global is a SaaS company providing a centralized cloud-based platform for accounting and back-office operations in the restaurant industry.

What you will do

• Monitor tickets, chats, and calls for assigned enterprise clients to ensure KPI performance.
• Serve as a project manager for high-priority customer needs, coordinating between Customer Success, Development, and Product teams.
• Escalate sensitive cases and advocate for business-critical client requirements.
• Conduct monthly reviews with customers to align on priorities and support strategies.
• Collaborate with CSM and Onboarding teams to ensure strategic alignment.
• Maintain availability for customers outside of standard business hours as required.

Requirements

• Must be based in the United States.
• Three years of distinguished customer support experience.
• Three years of restaurant operations experience preferred.
• Exceptional project management and troubleshooting skills.
• Comfort collaborating with senior leadership stakeholders.
• Willingness to be available 24/7/365 for enterprise clients.

Culture & Benefits

• Comprehensive medical benefits, 100% paid for the employee.
• 401k plan with company matching.
• Equity Option Grant.
• Unlimited PTO and company holidays.
• Wellness initiatives and a culture focused on professional growth.