Software Support Specialist (SaaS)

TL;DR

Software Support Specialist (SaaS): Providing high-volume customer support for Mariana Tek and hirify.global Growth software and payment solutions with an accent on troubleshooting, customer education, and knowledge-centered support. Focus on investigating complex product issues, resolving inquiries across email, chat, and phone, and improving customer experience through structured feedback and documentation.

Location: Newcastle upon Tyne, UK; hybrid schedule with 3 days in the office and 2 days at home, working Monday–Friday from 7pm to 3am.

Company

hirify.global provides cloud-based software and payment solutions that help small and medium-sized businesses manage and grow their operations.

What you will do

• Respond to and resolve customer inquiries through ticketing systems, email, chat, and scheduled calls.
• Gather information, investigate issues, troubleshoot problems, and provide effective solutions for Mariana Tek and hirify.global Growth.
• Guide customers through product features, functionality, and best practices to improve adoption and value.
• Document customer interactions, troubleshooting steps, and resolutions in internal systems.
• Escalate complex or unresolved issues and meet service, productivity, ticket-volume, and customer-satisfaction KPIs.
• Maintain knowledge-base content, apply KCS practices, and share Voice of the Customer insights with internal stakeholders.

Requirements

• 3 years of related customer service experience.
• Basic knowledge of technical support processes, systems, and applications, such as Intercom.
• Excellent written and verbal English communication skills.
• Strong customer service, empathy, multitasking, prioritization, and time-management skills.
• Growth mindset, problem-solving ability, and personal motivation in challenging situations.
• Legal authorization to work in the UK is required; visa sponsorship is not available.

Nice to have

• Experience in boutique fitness, gyms, studios, or gym management software.
• Marketing automation experience.

Culture & Benefits

• Values include finding a better way, doing the right thing, direct communication, collaboration, and ownership.
• Paid parental leave programs.
• Three additional paid days for volunteering and community work.
• Diversity and inclusion initiatives, including a global mentorship program.
• Free mental health support and flexible working arrangements.

Hiring process

• Submit a CV and cover letter through the careers portal or an external job board.
• Include the word “moonshot” at the top of the cover letter.