Senior Customer Support Associate (SaaS)

Location: Hybrid in Denver, CO or Atlanta, GA, USA; assigned shift is 8:30am–5pm MT or 10:30am–7pm ET. Occasional travel and in-person onboarding or identity verification may be required.

Salary: $49,300–$88,330 base annually, depending on experience and geographic location. Additional compensation may include annual bonuses, stock grants, and benefits.

Company

hirify.global develops software that helps innovators design and make buildings, products, factories, vehicles, and media.

What you will do

• Support strategic customers through live chat, email, phone, and screen sharing, resolving technical issues and managing expectations throughout the case lifecycle.
• Advocate for customer concerns and business impact during issue resolution.
• Partner with Customer Success, Sales, Finance, and Forma Construction stakeholders to deliver seamless customer experiences.
• Represent Support in cross-functional meetings and communicate recurring issues, product gaps, and customer-impacting trends.
• Act as an escalation point for Customer Support Associates, coaching peers and sharing product and process expertise.
• Contribute to support projects, process improvements, strategic initiatives, and AI-assisted productivity workflows.

Requirements

• 3+ years of customer support experience in SaaS, including resolving technical issues and handling sensitive customer actions.
• Expert knowledge of BuildingConnected, TradeTapp, and Admiin is required.
• Understanding of support principles, customer service metrics, escalated cases, and cross-functional collaboration.
• Exceptional verbal and written communication, composure under pressure, empathy, and strategic thinking.
• Ability to manage customer interactions, peer support, and project work simultaneously in a fast-paced, high-volume environment.
• Availability for the assigned MT or ET shift and occasional travel when required.

Nice to have

• Experience with Salesforce, Service Cloud, CRM reporting, live chat, or in-app messaging.
• Experience using AI-assisted tools to improve productivity and workflow efficiency.
• Familiarity with construction industry workflows and technologies.
• Advanced knowledge of Forma Build, Cost, Takeoff, Autospecs, Admin, Data Management, Insight, PlanGrid, and Pype.

Culture & Benefits

• Work in a collaborative, consultative, and team-oriented support environment.
• Health, financial, wellness, and time-away benefits are provided for U.S.-based employees.
• Culture emphasizes inclusion, belonging, ethical standards, and continuous improvement.
• Opportunities to pilot new processes, support business initiatives, and develop product expertise.