Customer Support Specialist

About Us

At Hiya, we're making calls safe, useful, and human again.

Voice is the most human form of communication, yet it's become one of the least trusted. Spam, scams, and AI manipulation have eroded what was once a simple way to connect. Hiya is changing that.

Each month our AI voice technology analyzes 28+ billion calls, protecting over 550 million users and 800+ businesses worldwide. Partnering with a growing global network including, AT&T, Samsung, British Telecom EE, Rogers, Mas Orange,Bell Canada, Mas Movil, and Virgin Media O2, we're not just stopping bad actors, we're helping people feel good and confident about picking up the phone again.

This is a pivotal moment for voice. As new threats and technologies accelerate, so does demand for trusted voice communication. Hiya is growing 40%+ year over year, expanding globally, and defining what voice becomes next.

Join us. You won't just work on what voice is today, you'll shape what it becomes tomorrow: smarter, safer, and genuinely worth answering again.

Hiya is hiring a Customer Success 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.

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

Customer satisfaction scores remain high and resolution metrics improve as ticket volume scales, demonstrating that quality support can be delivered efficiently without compromising the customer experience

Support processes and playbooks you create reduce time-to-competency for future team members and enable faster, more consistent resolution across the team

Your insights from customer interactions directly influence product improvements and operational decisions, strengthening the feedback loop between support and the broader organization

Required:

• 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…