Customer Experience Specialist

TL;DR

Customer Experience Specialist: Managing customer support cases related to device relocation and product replacement with an accent on cross-team coordination and operational workflow improvements. Focus on leading communication across multiple channels, streamlining processes, and ensuring efficient case resolution.

Location: Remote (USA)

Salary: $70,000–$72,000 + Equity

Company

hirify.global builds technology to support criminal investigations and locate missing people, backed by over $1B in funding and a team of 1,700 employees.

What you will do

• Manage a full portfolio of customer support cases through device relocation and product replacement stages.
• Serve as the primary contact for customers via phone, email, and live channels.
• Lead operational initiatives with Field Operations, Deployment Strategy, and Project Management teams.
• Develop and refine internal support workflows to improve efficiency and reduce resolution times.
• Maintain personal case queue and update cross-functional stakeholders on initiatives.
• Coordinate actively across multiple communication channels and internal teams.

Requirements

• Location: Must be based in the USA
• Experience in customer-facing support roles managing case portfolios and projects.
• Ability to handle ambiguous situations and competing priorities in a fast-paced environment.
• Strong written and verbal communication skills across multiple channels.
• Business judgment and problem-solving skills balancing customer satisfaction and operations.
• Experience with Salesforce or CRM systems is a plus.

Culture & Benefits

• Remote work within the USA with hubs in Atlanta and Boston for in-person collaboration.
• Equity participation through stock options.
• Fair base salary determined by experience and market indicators.
• Inclusive and diverse work environment with accommodations for disabilities.