Customer Success Support Specialist

About Us

At Hiya, we’re revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity

Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone.

Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.

About the Position

The Customer Success Support Specialist is an individual contributor position responsible for serve as the main point of contact for SMB customers by handling their support issues via phone and email. They troubleshoot, document, and resolve both technical and non-technical customer issues. They manage customer vetting and onboarding processes, and create and maintain support documentation to standardize and scale support practices. They partner with sales, product, and operations to ensure customer needs are met.

We’re excited about you because you’re the kind of person that is naturally curious, eager to learn, and proactive in taking ownership of customer issues from start to finish. You thrive in a fast-paced, ever-changing environment and are both adaptable and resilient, maintaining a positive attitude even amid ambiguity or shifting priorities. Strong communicator who values collaboration, and approach every interaction with empathy, professionalism, and a genuine desire to improve the customer experience.

What You’ll Do

• Troubleshoot, document, and resolve both technical and non-technical customer issues.

• Manage customer vetting and onboarding processes, and create and maintain support documentation to standardize and scale support practices.

• Handle operational and administrative tasks, including account renewals and related reporting.

• Generate reports and analyze data specific to customer segments.

• Proactively identify and resolve issues across the customer journey.

• Share customer insights with Product and Sales to drive improvements and collaborate across teams to support pilots and other cross-functional customer initiatives.

Qualities that will make you successful:

• Outstanding customer communication skills, able to convey information clearly, listen actively, and respond empathetically to customer needs.

• Resourceful and independent problem-solving, including investigating, troubleshooting, documenting, and resolving technical and non-technical issues.

• Strong initiative and ownership; proactively managing tasks, seeking feedback, and driving continuous process improvements.

• Adaptable and resilient in fast-changing environments, thriving amid frequent shifts, multitasking, and operational ambiguity.

• Solid experience with core support tools like G Suite, Zendesk, and Salesforce, and the ability to quickly learn new systems as needed.

• Collaborative and team-oriented, building productive partnerships across Sales, Product, and Support, and sharing insights to help organizational goals.

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 point of view, engaging in open discussion, listening respectfully to others opinions and committing to decisions.

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 between $60,500-$99,000. 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

• Location: Seattle, WA

• Travel Requirements: No

• Department: Customer Success

• Reports to: Director of Customer Success

• Direct Reports: No

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!