Senior Customer Support Representative (SaaS)

Location: Calgary, Alberta, Canada. Hybrid work is required for employees within commuting distance of an hirify.global office, with 3 days in the office and 2 days working from home. Remote work may be considered for employees outside commuting distance. Training requires 100% attendance for 8 weeks, Monday-Friday, 9 am-6 pm MT.

Pay rate: $21.50 CAD/hour

Company

hirify.global provides a platform that helps suppliers manage compliance workflows and documentation.

What you will do

• Guide suppliers through hirify.global products, platform navigation, task completion, and compliance workflows.
• Manage assigned supplier accounts, monitor progress, and follow up on outstanding compliance tasks.
• Verify insurance certificates, safety documentation, and other technical or regulatory documents.
• Record inquiries, complaints, and feedback in internal systems such as Salesforce.
• Collaborate with internal departments to resolve requests, escalate issues, and document product defects or usability gaps.
• Resolve customer complaints with professional, respectful, fair, and empathetic service.

Requirements

• Full fluency in French and English is required, both verbally and in writing.
• 1-2 years of customer service experience, preferably in a SaaS or cloud-based environment.
• Strong written and verbal communication skills, attention to detail, and the ability to multitask in a fast-paced setting.
• Proficiency with desktop productivity tools such as Word and Excel.
• Ability to learn new software systems and business processes.
• Bachelor's degree preferred; an associate degree may be considered.

Culture & Benefits

• Hybrid schedule with 3 office days and 2 work-from-home days for employees within commuting distance.
• Remote work may be considered for employees outside commuting distance.
• Eight weeks of structured training with a fixed Monday-Friday, 9 am-6 pm MT schedule.
• Regular and predictive attendance is required.