Associate Support Representative (SaaS)

Location: Singapore; Wednesday to Sunday, 9:00 AM–6:00 PM, with Monday and Tuesday as regular days off.

Company

hirify.global provides a customer engagement platform for brands, including cross-channel messaging, journey orchestration, and AI-powered decisioning and optimization.

What you will do

• Own customer inquiries end-to-end, including how-to questions, technical break-fix issues, integration and configuration support, and best-practice guidance.
• Build deep expertise in the hirify.global dashboard, integrations, troubleshooting procedures, and product best practices.
• Diagnose and resolve complex technical cases while providing timely and accurate customer support.
• Help customers adopt the platform effectively and achieve their desired outcomes.
• Collaborate with Customer Success, Account Managers, Product, Engineering, and other cross-functional teams.
• Improve support processes, document solutions, and share knowledge with colleagues and customers.

Requirements

• Experience supporting technical products, ideally in SaaS or mobile application environments.
• Proficiency with case management tools such as Salesforce or Zendesk.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Knowledge of at least two areas including SaaS, mobile technology, APIs, marketing automation, direct marketing, marketing analytics, or basic programming.
• Strong written and verbal communication skills in English.
• Strong analytical, troubleshooting, prioritization, multitasking, and customer communication skills.

Nice to have

• Experience with Postman, Snowflake, or Kibana.

Culture & Benefits

• Collaborative, transparent, inclusive, and customer-focused work environment.
• Competitive compensation that may include equity.
• Retirement and employee stock purchase plans.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services, including fertility benefits and equal paid parental leave.
• Professional development through career pathing, learning platforms, and a yearly learning stipend.

Hiring process

• AI-assisted tools may be used to review application materials, schedule and record interviews, and summarize interview notes; hiring decisions remain with the recruiting teams.