Job Overview
Location
London, UK
Job Type
Full-time
Category
Customer Success
Date Posted
April 3, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Support Specialist (Bilingual Spanish / English) at Hiya, you will play a critical role in safeguarding the trust and reliability of voice communications for enterprise customers across EMEA, directly contributing to the company’s mission of making calls safe, useful, and human again by ensuring strategic operators and enterprise clients receive timely, high-quality support that maintains confidence in Hiya’s AI voice technology.
- • You will own the end-to-end support lifecycle for high-value customers, making real-time decisions on ticket prioritization, routing, and resolution to meet SLA commitments, while building scalable support playbooks and processes that enable the team to handle growing volume without sacrificing quality, and translating recurring customer pain points into actionable insights for Product and Engineering teams.
- • You will operate with significant autonomy in ambiguous situations, using technical judgment to troubleshoot product issues, understand API basics, and collaborate cross-functionally to resolve complex enterprise-level problems, all while embodying Hiya’s core values of Serve, Own, Lead, Improve, and Do.
- • Hiya is a rapidly growing, mission-driven company protecting over 550 million users and 800+ businesses worldwide through partnerships with global telecom leaders like AT&T, Samsung, British Telecom EE, and Virgin Media O2, offering a unique opportunity to shape the future of trusted voice communication in a transparent, autonomous, and innovation-focused culture.
- • In this role, you will develop deep expertise in enterprise SaaS support, build scalable systems that reduce onboarding time for future team members, and directly influence product improvements through customer feedback, positioning yourself as a trusted advisor and process innovator within a high-impact, values-led organization.
🎯 Requirements
- • 1–3 years of experience in customer support, preferably in a fast-paced SaaS environment
- • Fluent Spanish speaker with strong written communication skills in both Spanish and English
- • 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
- • Experience supporting telecommunications or carrier customers (preferred)
🏖️ Benefits
- • 25 holiday days plus bank holidays
- • Opt-in salary sacrifice pension scheme with company contributing 4% of basic salary
- • Private medical insurance through Vitality (including dental & vision)
- • Employer-paid life insurance at 2x base salary
- • $1,000/year in Professional Development funds
- • WFH equipment stipend and lunch provided on in-office days
Skills & Technologies
About Hiya, Inc.
Hiya is a leading conversational phone intelligence company that helps businesses and consumers identify and block spam calls and texts. Their platform analyzes billions of calls and texts monthly to provide real-time insights and protection against unwanted communications. Hiya's technology is used by mobile carriers, device manufacturers, and app developers to enhance the user experience and combat fraud. They offer solutions for call blocking, caller identification, and reputation management, aiming to make phone calls safer and more trustworthy for everyone. The company operates in the telecommunications and cybersecurity industries, focusing on mobile security and communication integrity.
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