Client Advocate, Staff

Location: Remote in the United States of America or San Jose, Costa Rica

Salary: $48,600–$62,100 per year

Company

hirify.global provides purpose-driven technology and responsible AI solutions for organizations creating social impact.

What you will do

• Support employees and nonprofit administrators through phone, chat, and ticketing channels.
• Investigate and resolve product and technical issues using troubleshooting, research, and root cause analysis.
• Own customer cases from intake through resolution, including follow-up, communication, documentation, and escalation.
• Develop expertise in YourCause products, integrations, support processes, and customer workflows.
• Create and maintain knowledge-base content using Knowledge-Centered Service practices.
• Identify recurring issues and collaborate with internal teams to improve products, workflows, and customer experience.

Requirements

• 2+ years of experience in technical support, customer support, IT help desk, or contact center environments, preferably with SaaS products.
• Experience supporting customers through phone, chat, and ticketing systems.
• Strong troubleshooting, analytical, organizational, written, and verbal communication skills.
• Experience diagnosing and resolving technical or product issues directly with customers.
• Familiarity with case management or CRM platforms such as Salesforce, Zendesk, or similar tools.
• Customer-first mindset, ownership mentality, and commitment to timely, accurate, and empathetic support.

Nice to have

• Experience with Knowledge-Centered Service practices.

Culture & Benefits

• Remote-flexible workforce.
• Medical, dental, and vision insurance.
• Wellness programs, flexible paid time off, and generous parental leave.
• 401(k) program with employer match.
• Tuition reimbursement, pet insurance, and legal and identity protection.
• Donations for Doers program.