Customer Support Representative (B2B SaaS)

TL;DR

Customer Support Representative (B2B SaaS): Providing exceptional customer support for secure business collaboration platforms through chats, emails, and calls, with an accent on customer satisfaction, confidentiality, and effective issue resolution. Focus on analyzing complex customer problems, collaborating with Engineering and Product teams, and maintaining high-quality support across international B2B customers.

Location: Ukraine; remote

Company

hirify.global is a global B2B SaaS product company developing secure virtual data room and board governance platforms for high-stakes business decisions.

What you will do

• Provide non-high-volume support through chats, emails, and calls, handling approximately 100 requests per month.
• Maintain a customer satisfaction score of 90% or higher through prompt, empathetic, and effective solutions.
• Stay informed about product updates and process changes.
• Protect confidential client information in accordance with security policies.
• Collaborate with Engineering and Product teams to escalate and resolve complex customer issues.
• Complete support tasks for internal teams, including Accounting and Customer Success.

Requirements

• At least 3 years of experience in a remote Customer Support role.
• Fluent English with excellent verbal and written communication skills.
• Strong analytical, problem-solving, ownership, and independent-working skills.
• Meticulous attention to detail and a customer-centric mindset.
• Must be based in Ukraine.

Nice to have

• Experience supporting B2B clients.
• Experience collaborating with international teams.

Culture & Benefits

• Remote-first flexibility with home workplace, co-working, and individual IT budgets.
• Access to AI-powered tools and hirify.global Academy courses.
• Support for external learning, professional literature, personal development plans, and speaking or writing activities.
• Wellness packages, sports funding, and health-related time off.
• Online and offline team events, local gathering budgets, and an internal referral program.
• Values-driven environment centered on Commitment, Excellence, Collaboration, Trust, and Care.

Hiring process

• Introductory call with a Talent Acquisition Specialist.
• Language test, test task, and role play.
• Competency-based interview followed by an interview with the Hiring Manager.