✨ What you’ll be working on

Remote Technical Support Specialist job at Hiver SaaS. Provide customer support via email, chat & calls. 2–3 yrs experience, US shift work from home.

Hiver helps teams deliver personalized customer service directly from Gmail. The platform is trusted by thousands of companies worldwide and is highly rated on G2 for customer satisfaction and quality of support.

Hiver is a profitable SaaS company backed by K1 Capital, Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

What You’ll Be Working On

You will provide technical customer support to global users and help them resolve product issues quickly and effectively while maintaining a world-class customer experience.

What You’ll Do

Customer Support

• Handle inbound support via email, chat, and calls (Zoom & Google Meet)
• Troubleshoot product and technical issues
• Provide clear and friendly solutions
• Ensure timely and accurate responses

Product Guidance

• Help customers understand features and best practices
• Proactively guide users toward successful product usage
• Stay updated on new features

Documentation & Process Improvement

• Document interactions for knowledge base
• Identify support workflow improvements
• Perform service journey gap analysis

Collaboration

• Work with product and engineering teams on escalations
• Improve support resources and documentation
• Maintain high accuracy and response standards

Requirements

• 2+ years in Technical Customer Support
• Experience with email, chat, and call support
• Strong written & verbal communication
• Troubleshooting and analytical skills
• SaaS product experience preferred
• Strong time management and attention to detail
• Ability to work independently in remote environment
• Comfortable working flexible shifts (US time zones)

Why Join Hiver?

• Work with a globally recognized SaaS product
• High-quality support culture
• Fast-growing company environment
• Fully remote work setup
• Opportunity to grow in technical support career