About Us

At Hiya we are on a mission to modernize voice with trust, identity, and intelligence. We're protecting everyday people from spam and fraud calls, connecting businesses with their customers, and helping carriers secure their networks for all. In 2015, Hiya founder, Alex Algard, saw the increasing need for innovation in the voice channel and began building the first caller ID and spam blocking apps for mobile while at Whitepages. In early 2016, Hiya spun out of Whitepages and brought its technology to market through Samsung Smart Call, the first-ever network-based spam solution with AT&T, and the Hiya consumer app. Three years later in 2019, we brought Hiya connect to market, a B2B branded call service that enables enterprise companies to connect to the consumers they are trying to reach. The combination of Protect, Connect, and the Hiya app has resulted in the world's largest Voice Performance Platform with over 400M monthly active users.

About the Position

We are seeking a talented and driven Customer Support Specialist to join our growing team! In this role, you will communicate directly with our customers via phone and email. The ideal candidate is a customer-obsessed, top-notch communicator who is eager to solve problems in a results-driven environment.

What You'll Do

• Communicate with customers on a daily basis to troubleshoot technical and non-technical issues
• Serve as the reactive primary contact for our SMB customer segment
• Perform bespoke reporting requests for certain customer segments
• Share customer insights and suggestions for improvement with Product and Sales leadership
• Identify, document, and take ownership of customer issues
• See issues through to resolution

What You'll Need to Succeed:

• Experience working in a customer support role OR in a customer-facing role
• History of collaborating with multiple teams to improve customer experience
• Experience using SaaS products
• Excellent written and oral communication skills
• Drive to create and maintain relationships with our SMB customer segment

The person in this role must embody Hiya's key values of: Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success and Leading by showing up with a POV, engaging in discussion, listening respectfully to others opinions and committing to decisions.

You will have a fast start if you have experience:

• Experience working with Zendesk
• Experience working in SaaS startups
• Bachelor degree preferred

The requirements listed in the job descriptions are guidelines. You don't have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

More Details

The base salary for this role is $85,000 USD. When determining compensation, a number of factors will be considered: skills, experience, job scope, location, and competitive compensation market data.

• Start Date: Immediately
• Status: Full-time
• Type: Hybrid- 2x+ per week in office
• Location: Seattle, WA
• Travel Requirements: up to 10%
• Department: Sales- Customer Success
• Reports to: Sr. Manager of Customer Success

Benefits

• Equity compensation
• 401K program with 3% match through Fidelity Investments
• Self managed vacation plan
• 15 Paid holidays including Recharge Days
• 100% covered medical, dental, and vision for the employee and 50% coverage for dependents
• Flexible spending, health savings accounts and Pretax dependent day care savings plan
• Paid parental leave
• Voluntary Life and AD&D, and Accident insurance options
• Employer-paid life insurance
• Employer-paid long-term disability coverage (in qualifying states)
• Donation Matching for a charity of your choice (up to $1,000/ year)
• $1,000/year reimbursement in Professional Development funds

This position is based in Seattle, WA, USA.

We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!