Customer Support Specialist (Pacific Time Hours)

Location: Remote anywhere in the US, or hybrid from the Seattle office. Work requires Pacific Time hours, including full weekend availability. Shifts start between 10:00 AM and 1:30 PM Pacific Time; initial four-week training runs Monday to Friday, 8:00 AM–5:00 PM Pacific Time.

Salary: $21 per hour on a full-time schedule, with potential uncapped monthly performance bonuses.

Company

hirify.global provides medical insurance for cats and dogs in North America and focuses on helping pet owners budget for and care for their pets.

What you will do

• Handle high volumes of phone calls, chats, and email inquiries.
• Educate pet owners, provide accurate information, and resolve customer problems.
• De-escalate difficult or emotional situations with empathy and professionalism.
• Use multiple digital systems and CRM tools to support customers and document interactions.
• Meet productivity, quality, and schedule-adherence targets in a fast-paced contact center.
• Collaborate with colleagues through regular video calls and contribute to the remote team environment.

Requirements

• At least 2 years of experience in a high-volume call center or customer service role.
• Strong written and verbal communication skills.
• Ability to handle complaints and sensitive topics, de-escalate situations, and adapt communication style.
• Ability to navigate multiple digital platforms and diagnose and resolve technical issues in real time.
• Proficiency with CRM systems and accurate customer-interaction documentation.
• US work authorization required; visa sponsorship is not available. Full weekend availability and a reliable wired Ethernet internet connection are required.

Culture & Benefits

• Collaborative, casual, inclusive, and pet-friendly work environment.
• Medical, dental, and vision benefits at no cost to employees.
• Four weeks of paid time off and nine paid float holidays.
• Five-week paid sabbatical after five years of employment.
• Free medical insurance for one employee dog or cat and paid volunteer time off.
• New team members receive Restricted Stock Units vesting over four years.