Job Specifications
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, MasOrange,Bell Canada, MasMovil, 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.
About The Role
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.
What You'll Do
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
What Success Looks Like
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
What We're Looking For
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 interest in or experience building support documentation, playbooks, or process improvements
Strong written communication skills with attention to clarity and detail
Preferred
Experience supporting telecommunications or carrier customers
Exposure to enterprise or strategic account support models
Process-oriented mindset with genuine interest in building scalable systems, not just solving individual problems
Ownership mentality—you follow issues through to resolution and proactively identify ways to prevent similar issues in the future
Comfort operating in environments where answers aren't always documented and creative problem-solving is required
Collaborative approach to working with Product, Engineering, and Customer Success teams to drive better outcomes for customers
How We Work
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 employ...
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