Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Supporting Timely, a SaaS platform for beauty and wellness businesses, by resolving customer issues across phone, email, chat, and social media with an accent on live troubleshooting, clear communication, and customer enablement. Focus on investigating ambiguous technical problems, translating complex technology into plain English, and improving support quality through proactive collaboration.

Location: Remote within Australia; candidates must be legally entitled to work in Australia. Full-time fixed-term position through 31 March 2027, with rostered work hours and the option to work from home or the office.

Company

hirify.global provides end-to-end SaaS solutions that digitally transform service businesses across home and field services, health services, and wellness.

What you will do

• Resolve customer questions and technical issues through phone, email, chat, and social media.
• Lead live troubleshooting calls, investigate root causes, and identify effective solutions.
• Help customers use the Timely platform to run and grow their businesses.
• Identify opportunities to demonstrate additional platform value and improve the support experience.
• Collaborate with the global support team, share knowledge, and contribute to continuous improvement.

Requirements

• Experience providing technical support at a SaaS company.
• Confidence resolving issues live over the phone and strong written communication skills.
• Ability to translate technical concepts into plain English.
• Clear, compassionate, precise, and proactive approach to stressful customer situations.
• Comfort working independently and covering rostered customer-support hours.
• Experience with support and productivity tools such as Zendesk and Slack, plus legal entitlement to work in Australia.

Nice to have

• Experience in the beauty and wellness industry.

Culture & Benefits

• Inclusive environment focused on collaboration, diversity, and shared success.
• Work-life balance supported by additional annual leave.
• Flexibility to work from home or the office.
• Professional development budget and annual wellness allowance.
• Autonomy, continuous learning, and support for innovation.