Customer Success Representative (SaaS)

TL;DR

Customer Success Representative (SaaS): Managing client relationships and providing technical support for field service management software with an accent on bilingual communication and issue resolution. Focus on onboarding customers via training sessions and troubleshooting software issues to ensure high satisfaction.

Location: Remote (Must be based in the USA or Canada). Travel required (~5%); must hold a valid passport and be legally eligible to travel internationally. Preference for PST timezone.

Salary: $50,000 USD / $50,000 CAD

Company

hirify.global provides field service management software that helps service-based businesses streamline operations from the office to the field.

What you will do

• Respond to inbound phone, web, and email support for client inquiries and issue resolution.
• Host training sessions for clients via webinars and on-site visits.
• Advocate for clients to ensure timely and accurate resolution of technical issues.
• Document and track all client interactions and resolutions within the system.
• Maintain and continuously improve knowledge of company products and services.

Requirements

• Bachelor's degree in Computer Science or a related field, or equivalent professional experience.
• 1+ year(s) of experience in a customer service or technical support role.
• Bilingual proficiency in English and Spanish.
• Strong technical troubleshooting and IT/Desktop software support experience.
• Ability to navigate multiple systems and handle heavy call volumes.
• Must be based in the US or Canada.

Nice to have

• Experience working with CRM systems.
• Knowledge of QuickBooks Online and Desktop.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision benefits starting from day one.
• 3 weeks’ vacation and 5 personal days.
• Employee stock ownership and RRSP/401k matching programs.
• Lifestyle rewards.
• Fully remote work environment.