Customer Experience Representative

TL;DR

Customer Experience Representative: Support Enterprise Sales by serving as a trusted advisor and primary point of contact for assigned customers, with an accent on platform adoption, issue resolution, and cross-team coordination. Focus on managing escalations in customer support tools, driving onboarding and growth initiatives, and maintaining strong customer relationships under shifting priorities.

Location: Buffalo, NY, United States of America

Salary: USD $49,500.00 - $79,200.00 per year

Company

hirify.global is a technology company serving the global IT ecosystem and supporting partners with products, services, and its digital platform.

What you will do

• Act as the primary contact for customer inquiries, escalations, and support needs.
• Build customer relationships and understand business goals and operational challenges.
• Drive adoption and utilization of the Xvantage platform through training, enablement, and customer engagement.
• Partner with Sales, Vendor Management, Operations, and Support to deliver solutions and positive customer outcomes.
• Support growth initiatives such as onboarding, pipeline development, upgrades, and cross-sell opportunities.
• Use customer support tools (including Zendesk) to manage requests and escalations and connect customers to internal resources for timely resolution.

Requirements

• Bachelor's degree or equivalent experience.
• 2+ years of experience in customer service, customer success, account management, sales support, retail sales, banking, healthcare, or another customer-facing role.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and customer relationships simultaneously.
• Strong problem-solving skills, accountability, and customer focus.
• Ability to collaborate effectively across teams.

Nice to have

• Experience in technology, SaaS, software, telecommunications, or distribution environments.
• Familiarity with Zendesk, CRM platforms, or customer support tools.
• Understanding of APIs, integrations, or technology-enabled solutions.
• Experience supporting business or enterprise customers.
• Experience facilitating customer training or onboarding.

Culture & Benefits

• Healthcare benefits, paid time off, parental leave, and wellbeing benefits for U.S.-based employees.
• 401(k) plan with company match.
• Short-term and long-term disability coverage and basic life insurance.
• Additional rewards may be available, including merit increases, annual bonus or sales incentives, and long-term incentives.
• Opportunity to work with a global technology leader and support enterprise customers.

Hiring process

• Pass a drug test and successfully complete a pre-employment (post offer) background check.
• Interviews and evaluation of communication, customer-facing experience, and ability to collaborate across teams.