Customer Support Specialist - Tier I

Location: Draper, Utah, United States; hybrid schedule with in-office work on Monday, Wednesday, and Friday. The role requires a consistent full-time schedule, typically 40 hours per week, with possible evening or weekend coverage based on team rotation and seasonality.

Company

hirify.global is a SaaS company building practice-management software for accounting firms.

What you will do

• Provide customer support through email, in-app chat, and phone.
• Anticipate, troubleshoot, and resolve software issues in a timely and professional manner.
• Take ownership of customer issues, advocate for customer needs, and determine appropriate urgency and escalation.
• Explain product features and step-by-step software navigation to users.
• Coordinate with internal teams on technical and account-level issues.
• Identify support improvements and help refine processes across the support organization.

Requirements

• Strong written and verbal communication skills in English.
• Ability to learn software and new tools quickly, with a tech-savvy and solution-oriented approach.
• Strong organization, creativity, ownership, adaptability, and professionalism in high-pressure situations.
• Willingness to learn about the tax resolution industry, IRS forms, and their relationship to the software.
• Typing speed of at least 50 words per minute.
• Ability to work the assigned full-time schedule and use computers, Salesforce, Intercom, Google Suite, and Slack throughout the day.

Nice to have

• Experience with support ticketing systems.
• Previous customer service or support experience.
• Two to three years of call center experience.
• Experience with accounting and tax software.

Culture & Benefits

• Flexible paid time off, plus 10 company holidays.
• Medical, dental, and vision coverage, including an HSA match; employee medical premiums are fully covered.
• 401(k) matching at 100% of contributions up to 3%, with immediate eligibility and full vesting.
• Mental-health support, paid new-parent and birthing-parent leave, life insurance, and disability coverage.
• Peer recognition, company events, DEIB initiatives, and a fully stocked kitchen.
• Values emphasize ownership, customer-focused results, curiosity, candor, doing good, and startup-fast execution.

Hiring process

• Application review followed by a 20-minute phone call with the People Team.
• A 45–60 minute video or in-person interview with the Hiring Manager, followed by one to three role-dependent interview rounds.
• Final interview.