Product Support Specialist (AI)

Location: Remote from anywhere in Canada, with the option to work from the Vancouver HQ or a coworking space. Schedule: Monday–Friday, 9am–5pm PST, with rotating weekend or statutory holiday coverage.

Salary: $55,000–$65,000 base annually, plus equity, team-wide bonuses, and an Employee Share Purchase Plan.

Company

hirify.global is an AI-powered learning commerce platform combining communities, courses, content, and commerce for thousands of learning businesses.

What you will do

• Provide empathetic and technically accurate support through live chat, email, phone, and screen-share calls.
• Own customer issues from initial report through resolution, coordinating with Technical Support and Product teams.
• Troubleshoot domain connections, payment errors, integration timeouts, payment processor issues, SSO, and authentication errors.
• Identify, reproduce, and document bugs and manage complex customer escalations.
• Educate customers on product features, integrations, and best practices while identifying adoption, upgrade, and churn opportunities.
• Improve support operations through AI tools, automation, workflow analysis, training materials, macros, and knowledge-base documentation.

Requirements

• 2+ years of experience in an online customer-facing role, ideally in SaaS, with the ability to manage multiple communication channels.
• Strong troubleshooting, technical curiosity, critical thinking, communication, and emotional intelligence.
• Experience diagnosing configuration conflicts, integration errors, and setup challenges across browsers, integrations, and app environments.
• Comfort with Zendesk, AI-supported Copilot tools, Slack, Asana, and Google Workspace.
• Basic understanding of HTML, CSS, APIs, webhooks, or SSO.
• Experience with domain hosting and custom domain setup, plus familiarity with Stripe payment processing.

Nice to have

• Previous experience supporting SaaS products and strategic or Premium customers.
• Experience creating knowledge-base content, macros, training materials, or support workflow improvements.

Culture & Benefits

• Flexible work options from home anywhere in Canada, the Vancouver HQ, or a coworking space.
• Flexible paid time off, with a recommended minimum of four weeks of vacation, Thinker Holidays, and December holiday time off.
• Health, vision, dental, mental health, wellness, parental leave, fertility, and personal spending benefits from day one.
• Annual $2,000 CAD learning and development fund, plus training, mentorship, coaching, and promotion opportunities.
• Company-owned MacBook Pro, home office equipment budget, three paid volunteer days, and access to AI tools.
• Inclusive, collaborative workplace with employee equity, team bonuses, and an Employee Share Purchase Plan.