Customer Support Specialist

Hiya • Seattle, WA

5d • $55,000 • Onsite

About The Position

Hiya is hiring a Customer Support Specialist to own the end-to-end support experience for our Strategic Operators and Enterprise Customers. As we scale our customer base and product offerings, we need someone who can ensure our most critical customers receive excellent, timely support while helping us build the systems and processes that will support continued growth. This role exists because our support function is at an inflection point—we're moving from reactive ticket handling to building a scalable support framework that maintains high quality as volume increases.
In this role, you'll own customer satisfaction outcomes for our enterprise segment, with direct accountability for resolution times, first-response quality, and overall customer experience. You'll make daily judgment calls about ticket prioritization, escalation paths, and when to involve other teams. Beyond resolving individual issues, you'll identify patterns in customer needs and translate them into playbooks and processes that improve how the entire team operates. This is a role for someone who sees support as both a craft and a system-building opportunity.

Requirements

• 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

Nice To Haves

• 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

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

Benefits

• 25 holiday plus bank holidays
• Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution)
• Paid parental leave
• Private medical insurance through Vitality (including dental & vision)
• Employer-paid life insurance 2x base salary
• Donation Matching for a charity of your choice (up to $1,000/ year)
• WFH equipment stipend
• $1,000/year in Professional Development funds
• Lunch provided on in- office days

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed