[Remote] Customer Success Support Specialist

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.ResponsibilitiesOwn 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 responseBuild and maintain support playbooks, processes, and documentation that codify best practices and enable the team to handle increasing complexity and volume without sacrificing qualityIdentify recurring customer pain points and patterns across tickets, translating these insights into actionable process improvements and clear feedback loops with Product and Engineering teamsOperate 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 implicationsNavigate ambiguity in customer issues that may lack clear documentation or precedent, using technical judgment and resourcefulness to research, test, and deliver accurate solutionsSkills1–3 years of experience in customer support, preferably in a fast-paced SaaS environmentHands-on experience with support platforms such as Zendesk or Salesforce Service CloudTechnical aptitude sufficient to troubleshoot product issues, understand API basics, and communicate effectively with engineering teamsDemonstrated interest in or experience building support documentation, playbooks, or process improvementsStrong written communication skills with attention to clarity and detailExperience supporting telecommunications or carrier customersExposure to enterprise or strategic account support modelsProcess-oriented mindset with genuine interest in building scalable systems, not just solving individual problemsOwnership mentality—you follow issues through to resolution and proactively identify ways to prevent similar issues in the futureComfort operating in environments where answers aren't always documented and creative problem-solving is requiredCollaborative approach to working with Product, Engineering, and Customer Success teams to drive better outcomes for customersBenefitsEmployer-sponsored InsuranceMedical, dental, and vision (PPO & HDHP); 50% dependent coverageHealth, flexible spending, and dependent care accountsLife, AD&D, and accident coverage, with company-paid life and long-term disability401(k) with 3% company match (via Fidelity)Flexible vacation policy and paid company holidaysPaid parental leaveWork-from-home equipment stipend$1,000 annually to invest in your learning and growth$1,000/year in charitable donation matchingTeam lunch 2x per weekCompany OverviewAt 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.



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