Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Delivering high-quality customer experience by solving complex user problems and optimizing influencer marketing workflows with an accent on troubleshooting and product guidance. Focus on reducing response times, identifying product patterns, and maintaining a comprehensive Help Center.

Location: Must be based in Estonia (Hybrid/Remote)

Company

hirify.global is a SaaS platform specializing in influencer marketing tools.

What you will do

• Provide practical advice on influencer marketing workflows and best practices via Intercom.
• Troubleshoot product issues by reproducing bugs and guiding customers to solutions.
• Escalate technical issues to the product team with detailed context, examples, and impact analysis.
• Maintain and update the Help Center and internal documentation to resolve recurring confusion.
• Analyze customer feedback to identify patterns and share insights for product improvement.
• Manage customer communications during system incidents through banners and updates.

Requirements

• Must be based in Estonia.
• 2+ years of experience in customer support, ideally within the SaaS industry.
• Strong written and spoken English proficiency.
• Proven ability to troubleshoot complex issues, reproduce bugs, and find root causes.
• Strong ownership and organizational skills to manage cases and handoffs effectively.
• Ability to remain calm under pressure and handle frustrated customers with care.

Nice to have

• Experience supporting influencer marketing or e-commerce tools.
• Experience with technical support topics such as APIs, integrations, and tracking.
• Experience creating and maintaining Help Center documentation and internal processes.

Culture & Benefits

• Unlimited paid vacation time to ensure a healthy work-life balance.
• Fully remote working flexibility as long as you are based in Estonia.
• Personal development budget for courses, books, or conferences to help you upskill.
• High level of autonomy and ownership to make decisions and try new ideas without red tape.