Experience Specialist (SaaS)

Location: Hybrid in Medellín, Colombia

Salary: COP 57,180,000–82,813,800 per year, plus equity

Company

hirify.global provides an AI-powered global work platform that enables companies to hire, pay, and manage employees in more than 185 countries.

What you will do

• Serve as the first point of contact for customers and supported employees through phone, email, and chat.
• Respond to inquiries within established SLAs and provide accurate information about services, processes, and solutions.
• Resolve customer issues promptly, escalate when necessary, and maintain ownership through resolution.
• Monitor customer satisfaction metrics and identify opportunities to improve the customer experience.
• Collaborate with internal teams to deliver consistent, customer-first support.

Requirements

• Proven customer service experience, preferably in a B2B or SaaS environment.
• Clear, empathetic written and verbal communication skills.
• Strong problem-solving, critical-thinking, relationship-building, and attention-to-detail skills.
• Ability to work independently and collaboratively in high-pressure situations.
• Familiarity with customer support software and CRM tools.

Nice to have

• Experience working with global customers and knowledge of international business practices and cultural differences.
• Familiarity with DevRev, Superblocks, Airtable, or similar tools.
• Knowledge of customer satisfaction metrics and metrics-driven performance tracking.
• Knowledge of hirify.global’s services or willingness to learn.

Culture & Benefits

• Career development and growth opportunities.
• Collaborative, inclusive, and dynamic work environment.
• Flexible time off.
• Parental leave.
• Health and dental insurance where applicable.
• Retirement savings and an employee incentive plan.