Customer Support Specialist (SaaS)

Location: Remote from Oklahoma, United States

Company

hirify.global provides nonprofit SaaS software that helps small and mid-sized organizations build connections, trust, and community impact.

What you will do

• Serve as the first point of contact through phone, live chat, email, and ticketing channels.
• Troubleshoot software issues and provide clear, empathetic customer support.
• Document, prioritize, escalate, and track requests in Zendesk while following established SLAs.
• Verify and report software bugs and collaborate with product and development teams through Jira.
• Become a subject matter expert for assigned products and support additional products across the SaaS suite.
• Maintain internal documentation, collect customer feedback, and contribute to process improvements.

Requirements

• Must be based in Oklahoma, United States for this remote role.
• At least one year of technical support, troubleshooting, or database experience.
• Strong written and verbal communication, empathy, attention to detail, and problem-solving skills.
• Ability to learn and use platforms such as Zendesk, Jira, Salesforce, and Slack.
• High school diploma or equivalent required.
• Comfort using AI tools regularly, with the ability to describe real use cases.

Culture & Benefits

• Fully remote, collaborative work environment.
• Customer-first culture centered on empathy, innovation, and mission-driven impact.
• Ongoing training and professional development opportunities.
• Work focused on supporting nonprofit organizations and their communities.
• Recruitment uses AI tools for application organization and early matching, while rejection decisions are made by humans.