Note: The job is a remote job and is open to candidates in USA. Hiya Inc. is a company focused on making calls safe and trustworthy through AI voice technology. They are seeking a Customer Success Support Specialist to manage the support experience for their Strategic Operators and Enterprise Customers, ensuring high customer satisfaction and building scalable support processes.
Responsibilities
- Own the full support lifecycle for Strategic Operators and Enterprise Customers, making real-time decisions about ticket prioritization, routing, and resolution approaches to consistently meet SLA commitments for time to resolution and solution quality on first response
- Build and maintain support playbooks, processes, and documentation that codify best practices and enable the team to handle increasing complexity and volume without sacrificing quality
- Identify recurring customer pain points and patterns across tickets, translating these insights into actionable process improvements and clear feedback loops with Product and Engineering teams
- Operate with significant autonomy in determining how to solve customer problems within established frameworks, escalating strategically when issues require cross-functional alignment or have broader product implications
- Navigate ambiguity in customer issues that may lack clear documentation or precedent, using technical judgment and resourcefulness to research, test, and deliver accurate solutions
Skills
- 1–3 years of experience in customer support, preferably in a fast-paced SaaS environment
- Hands-on experience with support platforms such as Zendesk or Salesforce Service Cloud
- Technical aptitude sufficient to troubleshoot product issues, understand API basics, and communicate effectively with engineering teams
- Demonstrated interest in or experience building support documentation, playbooks, or process improvements
- Strong written communication skills with attention to clarity and detail
- Experience supporting telecommunications or carrier customers
- Exposure to enterprise or strategic account support models
- Process-oriented mindset with genuine interest in building scalable systems, not just solving individual problems
- Ownership mentality—you follow issues through to resolution and proactively identify ways to prevent similar issues in the future
- Comfort operating in environments where answers aren't always documented and creative problem-solving is required
- Collaborative approach to working with Product, Engineering, and Customer Success teams to drive better outcomes for customers
Benefits
- Employer-sponsored Insurance
- Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
- Health, flexible spending, and dependent care accounts
- Life, AD&D, and accident coverage, with company-paid life and long-term disability
- 401(k) with 3% company match (via Fidelity)
- Flexible vacation policy and paid company holidays
- Paid parental leave
- Work-from-home equipment stipend
- $1,000 annually to invest in your learning and growth
- $1,000/year in charitable donation matching
- Team lunch 2x per week
Company Overview
- At Hiya, we are revolutionizing the voice communication experience, making it more productive and secure. It was founded in 2016, and is headquartered in Seattle, Washington, USA, with a workforce of 51-200 employees. Its website is http://www.hiya.com.