Hiya Inc.

About the Company

At Hiya, our mission is to modernize voice with trust, identity and intelligence. Our Voice Performance Platform connects businesses with their customers, protects people from spam and fraud calls, and helps carriers secure their networks for all. Hiya’s SaaS applications, Hiya Connect and Hiya Protect, serve more than 200M users worldwide, power services like AT&T Call Protect and Samsung Smart Call, and deliver voice performance insights that move businesses forward.

We're passionate about creating a culture where employees love to work, feel supported and energized, and are empowered to create, innovate and challenge the status quo. We’re constantly on the lookout for talented, dedicated and driven people to join our growing team.

Recent awards:
- #1 Best Startup Employer in America by Forbes
- Deloitte Technology Fast 500
- Seattle Business Magazine 100 Best Companies to Work For (3x)
- Built In Seattle 100 Best Places to Work (2x)

Listed Jobs

Company Name

Hiya Inc.

Job Title

Customer Success Support Specialist

Job Description

**Job Title** Customer Success Support Specialist **Role Summary** Own the end‑to‑end support experience for strategic operators and enterprise customers. Deliver timely, high‑quality resolution while building scalable support frameworks, playbooks, and processes that elevate customer satisfaction and drive product improvement. **Expectations** - Achieve and maintain SLA targets for time‑to‑resolution and first‑response quality. - Scale support operations without compromising customer experience. - Translate customer insights into actionable process and product enhancements. - Operate autonomously, escalating only when cross‑functional alignment is required. **Key Responsibilities** - Manage full support lifecycle: ticket triage, prioritization, routing, and resolution for high‑value customers. - Develop, document, and refine support playbooks, SOPs, and knowledge base content. - Identify recurring issues and patterns; collaborate with Product and Engineering to implement fixes and process improvements. - Resolve complex technical problems, leveraging product knowledge, API basics, and troubleshooting skills. - Escalate strategically to engineering, product, or other teams when issues exceed scope or impact broader product. - Continuously monitor and report on support metrics (CSAT, NPS, resolution times) to demonstrate impact. **Required Skills** - 1–3 years customer support experience, preferably in SaaS. - Proficiency with Zendesk or Salesforce Service Cloud. - Technical aptitude: troubleshoot product issues, understand API fundamentals, communicate with engineers. - Strong written communication; clear, concise documentation. - Process‑oriented mindset; experience building support playbooks or improving workflows. - Self‑directed problem solver; thrives in ambiguous, undocumented scenarios. - Collaborative approach with Product, Engineering, and Customer Success. **Required Education & Certifications** - Bachelor’s degree in a related field (Business, Computer Science, Engineering, Communications) or equivalent work experience. - No specific certifications mandated; knowledge of support platform certifications (e.g., Zendesk Support Specialist) considered a plus.

London, United kingdom

Hybrid

Fresher

07-03-2026