Customer Support Specialist (EdTech)

Location: Remote, USA

Company

hirify.global creates technology designed to help people understand and be understood, with a focus on building a more neuroinclusive world.

What you will do

• Provide timely customer support through chat, phone, and email.
• Diagnose technical issues, guide customers through solutions, and escalate complex cases to QA and Development teams.
• Handle account updates, subscription requests, and product-related questions.
• Maintain and improve knowledge base articles, FAQs, and self-service resources.
• Collaborate with Customer Success and Product teams to share feedback and identify improvements.
• Track customer interactions, identify recurring issues, and meet support quality and resolution-time KPIs.

Requirements

• 2+ years of experience in customer support or a related role, ideally in SaaS, EdTech, or a technology-enabled environment.
• Experience supporting customers across chat, phone, and email.
• Experience diagnosing and resolving technical issues and customer enquiries.
• Experience with CRM, ticketing, or support platforms such as Zendesk, Salesforce, or similar tools.
• Experience maintaining customer-facing knowledge base content and self-service resources.
• Strong communication, organisational, and attention-to-detail skills, including the ability to explain technical concepts clearly; experience using AI tools to improve workflow efficiency, research, knowledge management, or issue resolution.

Nice to have

• Experience supporting customers in K–12 or higher education.
• Familiarity with cloud-based software products or EdTech platforms.
• Experience identifying customer issue trends and improving support processes.
• Understanding of support metrics and service-level performance measures.
• Degree or equivalent experience in education, business, or a related field.

Culture & Benefits

• Flexible work schedules and flexible time off plans.
• Competitive salary with bonus opportunities.
• Comprehensive health and wellness benefits.
• Career development programs and growth opportunities.
• Collaborative, innovative culture with an emphasis on curiosity, courage, and commitment.