Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS/AI): Managing customer lifecycles and resolving technical issues for an AI-native CX intelligence platform with an accent on multilingual support and troubleshooting. Focus on reducing response times, improving CSAT, and collaborating with engineering to refine product quality.

Location: Remote (Egypt)

Company

hirify.global is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously using proprietary NLU capabilities.

What you will do

• Serve as the first point of contact for customer inquiries via live chat, email, and ticketing platforms.
• Provide high-quality support in both Arabic and English.
• Investigate, troubleshoot, and resolve customer issues independently, performing initial debugging before escalation.
• Document customer interactions, troubleshooting steps, and resolutions within the ticketing system.
• Collaborate closely with Technical Support and Engineering teams to ensure timely issue resolution.
• Contribute to internal knowledge bases and identify recurring issues to improve product quality.

Requirements

• 2+ years of experience in a Customer Support Specialist or similar customer-facing role.
• Current experience supporting customers in a SaaS environment (required).
• Fluent in both Arabic and English with excellent communication skills.
• Experience with support tools such as Intercom, Jira, or CRM platforms.
• Must be based in Egypt.
• Bachelor's degree or equivalent qualification.

Nice to have

• B2B SaaS experience.
• Experience supporting enterprise or government customers.
• Familiarity with social listening or customer experience platforms.
• Experience contributing to knowledge bases or QA processes.

Culture & Benefits

• Remote-first working environment.
• Opportunity to work at one of the region's leading AI-native technology companies.
• Continuous learning and career development opportunities.
• Collaborative, inclusive, and high-performance culture.

Hiring process

• Talent Acquisition Screening.
• Hiring Manager Interview.
• Practical Assessment (if applicable).
• Final Interview.