Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing high-quality assistance to global customers with an accent on resolving complex technical inquiries and maintaining high service standards during LATAM hours. Focus on debugging product issues, collaborating with engineering teams, and improving internal support processes to enhance the overall customer experience.

Location: Must be based in Chile (Santiago), working LATAM hours with periodic on-call rotations.

Company

hirify.global is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale by centralizing messages and workflows.

What you will do

• Deliver timely and effective assistance to customers via email and live chat.
• Become a product expert to guide users through complex workflows and features.
• Debug and test product features, filing clear bug reports for the engineering team.
• Identify recurring customer challenges to improve help center content and support macros.
• Collaborate with Product and Engineering teams to drive product improvements.

Requirements

• 2+ years of customer service experience, preferably in SaaS or tech startups.
• Excellent written and verbal communication in English.
• Ability to explain complex technical issues in a simple, understandable way.
• Must be comfortable working LATAM hours and participating in on-call rotations.
• Strong problem-solving skills and a self-starter mindset.

Nice to have

• Proficiency in French.
• Prior experience using the hirify.global platform.

Culture & Benefits

• Fully covered health insurance including medical, dental, and vision.
• Monthly lifestyle stipend for wellness and fitness activities.
• Monthly teleworking allowance for home office expenses.
• Generous paid time off, including wellness days and a company-wide summer break.
• Mental health and family planning support services.