Customer Support Specialist

TL;DR

Customer Support Specialist (SaaS/Ecommerce): Delivering accurate email and chat support for an email and SMS marketing platform with an accent on customer experience, product expertise, and issue resolution. Focus on managing escalations, owning specialized support areas, improving workflows, and mentoring colleagues across a remote support operation.

Location: Remote from Turkey; availability to work 9-hour shifts within 7AM–9PM EET and cover weekend shifts is required.

Salary: €1,100–€1,300 gross per month, based on experience.

Company

hirify.global is a customer-funded product company providing an email and SMS marketing platform that helps ecommerce businesses grow.

What you will do

• Provide accurate, efficient, and customer-focused support through email and chat.
• Maintain knowledge of product features, updates, and internal processes to deliver relevant solutions.
• Collaborate with Product, Tech Support, Deliverability, and other teams to resolve issues and manage escalations.
• Improve support workflows, processes, and customer and team experiences.
• Own specialized areas such as billing, outages, scheduling, or specific product features, and lead related initiatives.
• Share knowledge, mentor junior colleagues, and contribute actively to team collaboration.

Requirements

• Fluent English in written and spoken communication.
• More than one year of customer support experience, preferably in a fast-paced technology or SaaS environment.
• Strong ownership, reliability, independence, and ability to remain calm under pressure.
• Clear, empathetic, and professional communication with strong attention to detail.
• Problem-solving skills and flexibility to adapt to changing schedules and customer needs.
• Availability for 9-hour shifts within 7AM–9PM EET and weekend coverage.

Culture & Benefits

• Data-driven, transparent, and low-bureaucracy working environment with experienced colleagues.
• Quarterly salary reviews and a stable, long-term growth opportunity.
• Unlimited learning budget after three months.
• Private health insurance and unlimited access to psychotherapy.
• €420 workstation budget, anniversary gifts, workations, and team-led events.
• Remote collaboration based on flexible, experimental, and customer-focused working methods.