Customer Support Specialist

📋 Description

• • As a Customer Support Specialist at Hiya, Inc., you will be at the forefront of ensuring exceptional service delivery for our most valued Strategic Operators and Enterprise Customers. This pivotal role is designed for an individual who thrives in a dynamic, fast-paced SaaS environment and possesses a strong desire to not only resolve customer issues but also to proactively shape and improve the support function itself.
• • You will own the complete customer support lifecycle, from initial contact through to final resolution, for our enterprise segment. This involves making critical, real-time decisions regarding ticket prioritization, effective routing strategies, and the most appropriate resolution approaches. Your primary objective will be to consistently meet and exceed Service Level Agreements (SLAs) for both time to resolution and the quality of the first response, ensuring our enterprise clients feel valued and well-supported.
• • A significant aspect of this role involves the strategic development and maintenance of support playbooks, comprehensive processes, and detailed documentation. These resources will serve to codify best practices, enabling the entire support team to manage increasing complexity and volume efficiently without any compromise on the high standards of quality that Hiya upholds.
• • You will be instrumental in identifying recurring customer pain points and emerging patterns within support tickets. Your ability to translate these observations into actionable process improvements and to establish clear, effective feedback loops with our Product and Engineering teams will be crucial for driving continuous enhancement of our offerings.
• • This position offers a high degree of autonomy, empowering you to determine the most effective ways to solve customer problems within established frameworks. You will be expected to escalate issues strategically when they require cross-functional alignment or have broader implications for the product, ensuring that all stakeholders are informed and involved as necessary.
• • A key challenge and opportunity in this role will be navigating ambiguity. You will frequently encounter customer issues that may lack clear documentation or established precedent. Your technical aptitude, resourcefulness, and problem-solving skills will be essential in researching, testing, and delivering accurate and timely solutions in these situations.
• • Success in this role will be measured by the sustained high levels of customer satisfaction scores and demonstrable improvements in resolution metrics, even as ticket volume scales. This indicates that quality support is being delivered efficiently without negatively impacting the customer experience.
• • Furthermore, the support processes and playbooks you develop will be critical in reducing the time-to-competency for new team members and enabling faster, more consistent issue resolution across the entire support team.
• • Your insights derived from direct customer interactions will directly influence product improvements and operational decisions, thereby strengthening the vital feedback loop between the support organization and the broader company.
• • This role is ideal for someone who views customer support not just as a reactive function, but as a strategic opportunity for system building and process optimization. You will be empowered to take ownership, form well-reasoned opinions, and engage directly with complex challenges, contributing to Hiya's mission of making voice communication safe, useful, and human again.
• • You will operate with a high degree of transparency and autonomy, contributing to a culture where context is shared openly, decisions are discussed and challenged, and once a decision is made, the team commits and moves forward with execution.
• • You will be expected to work through ambiguity, carefully weigh tradeoffs, and take full responsibility for results, all while maintaining a high bar for quality and customer trust. This aligns with Hiya's core values of Serving customers, Owning outcomes, Leading with a point of view, Improving continuously, and Doing rather than observing.
• • The role requires a proactive approach, where you don't just solve problems but actively seek to understand their root causes and implement preventative measures, contributing to a more robust and reliable customer experience.