Associate Customer Experience Manager (SaaS)

Location: Remote from Colombia; working hours are Monday–Friday, 7:00 AM–3:00 PM ET.

Company

hirify.global provides an Asset Operations Platform used by more than 1,400 organizations to manage mission-critical equipment.

What you will do

• Handle inbound customer conversations through HubSpot chat and email, meeting response and follow-up SLAs.
• Learn and support core equipment workflows, the mobile app, barcode scanning, synchronization, and account configuration.
• Execute provisioning and data-upload tasks and assist CXMs with active customer onboardings.
• Diagnose customer issues using workflow analysis, configuration review, LogRocket session replay, and HAR captures.
• Escalate out-of-scope issues and create Jira defects with reproduction steps, customer impact, and supporting recordings.
• Draft and update knowledge-base articles and maintain support macros and snippets.

Requirements

• Strong motivation to learn a complex SaaS product and develop a career in customer experience.
• Strong written communication and a calm, empathetic approach under pressure.
• Comfort working with multiple tools simultaneously in a fast-paced support queue.
• Availability for Monday–Friday coverage from 7:00 AM to 3:00 PM ET, including live chat ownership from 7:00 AM to 12:00 PM ET.
• Ability to respond to chat within 1 minute, email within 1 hour, and provide follow-up within 24 hours during the shift.

Nice to have

• Prior SaaS support experience.
• Exposure to SSO/SAML or LDAP/Active Directory concepts.
• Experience with data imports, provisioning, or customer onboarding.

Culture & Benefits

• Defined progression path from this role into the CXM career ladder.
• Hands-on ownership and direct customer impact from the start.
• Structured product ramp supported by playbooks, troubleshooting guides, and defect history.
• Documentation-focused team that turns learned support patterns into knowledge-base content.