Customer Support Specialist, Tier 1 (SaaS)

Location: Krakow, Poland — full-time hybrid position based in the Krakow office

Company

hirify.global provides no-code productivity solutions for building forms, automating document generation, capturing eSignatures, and streamlining data-driven workflows.

What you will do

• Provide first-line customer support through email, chat, and scheduled phone or video interactions.
• Investigate customer issues using product documentation, AI-assisted tools, workflow automations, knowledge resources, and support platforms.
• Meet customer support performance metrics and service expectations in a fast-paced environment.
• Create and maintain written or video documentation and support resources.
• Share customer feedback, friction points, and emerging trends to support product and process improvements.
• Collaborate with Sales, Product, and Customer Success to answer questions and identify solutions for customer use cases.

Requirements

• 1–2 years of experience in Customer Support or Service, preferably in a SaaS environment.
• Strong communication, problem-solving, interpersonal, time-management, and adaptability skills.
• Basic understanding of APIs, webhooks, and support platforms.
• Comfort using modern software tools and AI-assisted technologies.
• Proactive, resourceful, and willing to learn new technologies and support practices.
• Flexibility to work holidays and late shifts as needed.

Nice to have

• Experience with Salesforce, Zendesk, HubSpot, or similar platforms.
• Knowledge of APIs, webhooks, or SSO concepts.
• Experience with AI-assisted tools or workflow automations.
• Basic knowledge of HTML, CSS, JavaScript, or PHP.
• Experience with knowledge bases, documentation, SaaS, CRM, or document management platforms.

Culture & Benefits

• Work in a hybrid environment from the Krakow office.
• Collaborate across teams to advocate for customers and influence product evolution.
• Use AI-powered tools and workflow automations to improve efficiency and customer outcomes.
• Work in a fast-paced environment focused on learning, feedback, and continuous improvement.