Customer Support Specialist (SaaS)

Location: Remote anywhere in the United States; onsite onboarding at the Columbus, Ohio office is required during the first week. Occasional travel a few times per year is expected.

Base salary: $52,000 per year, with bonus potential and expected on-target earnings of $55,000.

Company

hirify.global develops a cloud-based SaaS facility maintenance and management product for education, property management, manufacturing, and other markets.

What you will do

• Manage a high volume of inbound support tickets, phone calls, and live chat messages.
• Answer detailed product questions and investigate, troubleshoot, document, and resolve technical issues.
• Meet customer support SLAs for response and resolution times while maintaining high customer satisfaction.
• Coordinate and lead training sessions for end users with varying levels of technical knowledge.
• Complete hirify.global site configuration projects within agreed timelines and provide product support to implementation and retention teams.
• Create internal and customer-facing documentation and help improve support workflows.

Requirements

• 1–3 years of experience in customer support, SaaS, IT helpdesk, or a related role.
• Ability to analyze, troubleshoot, document, and resolve complex technical issues in a timely manner.
• Ability to manage high support volumes, meet SLAs, and work effectively in a deadline-driven environment.
• Excellent written and verbal communication skills, customer rapport-building ability, attention to detail, and time management.
• Comfort leading end-user training sessions and working in a fast-paced, collaborative environment.
• Working knowledge of hirify.global, Zendesk, Microsoft Excel, G Suite, or Planhat; a BS/BA degree is preferred.

Culture & Benefits

• Remote-first work with access to the Columbus office and one annual company-wide event.
• Company-paid health, dental, and vision insurance, plus disability and life insurance and a 401(k).
• Company-provided laptop and headset, up to $500 for home-office equipment, and $60 per month toward home internet.
• Generous PTO and unplanned time off, with a flexible schedule subject to performance and project deadlines.
• Collaborative, transparent, close-knit culture focused on teamwork, excellence, integrity, continuous improvement, and work-life balance.
• Professional development through daily knowledge sharing and a weekly book club.

Hiring process

• Application with a resume and answers to application questions.
• HR phone screen, hiring manager conversation, and final peer interview.
• Background check before onboarding; the first onboarding week takes place onsite in Columbus, Ohio.