Senior Associate, Product Support - Brand (E-commerce)

Location: US - Remote

Company

hirify.global builds infrastructure for human-led curation, helping brands run creator programs and enabling creators to monetize their influence through direct brand partnerships.

What you will do

• Own complex and high-impact brand support tickets through resolution.
• Act as the first escalation point for active tickets and chats.
• Identify recurring issue root causes and recommend systemic fixes.
• Create and improve internal knowledge bases, onboarding documentation, workflows, and macros.
• Identify AI support coverage gaps, edit AI drafts, and improve Fin AI performance.
• Partner with Product, Engineering, and Trust & Safety to resolve platform issues.

Requirements

• Bachelor’s degree or equivalent experience.
• 2–4 years of experience in customer support, brand or account support, or product operations.
• Strong knowledge of support workflows, edge cases, troubleshooting, customer-impact assessment, and prioritization.
• Clear, concise written communication suitable for Product and Engineering reviews.
• Ownership, judgment, reliability, and the ability to create or improve documentation and workflows independently.
• Proficiency with Google Suite, Microsoft Office, Zoom, and support platforms such as Zendesk, Intercom, or Jira.

Nice to have

• Experience in a startup or high-growth SaaS environment.
• Experience guiding or unblocking junior teammates.
• Familiarity with AI-powered support tools such as Fin or Intercom AI.
• Knowledge of the creator economy, affiliate marketing, or e-commerce platforms.

Culture & Benefits

• Fast-paced, high-growth environment with immediate impact and ownership.
• Medical and dental coverage at 70%.
• hirify.global equity, flexible PTO, birthday PTO, and 14 weeks of parental leave.
• Wellness, social, technology, and learning and development stipends.
• 401(k) program with a 3% automated company contribution.
• Wellhub membership, company retreats, and access to a New York City headquarters.