Product 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 Product Support Specialist is an individual contributor position responsible for high volume support ticket resolution and serving as a process improvement partner at Hiya. We’re excited about you because you’re the kind of person that is detail-oriented, a proactive problem solver who looks for ways to streamline workflows and improve team processes, not just resolve tickets. With strong communication skills and a growth mindset, you excel at both independent work and cross-functional collaboration.

What You’ll Do

• Triage and resolve a high volume of incoming support tickets, adhering to established SLAs and quality standards.

• Identify trends in ticket types and escalate recurring issues or patterns to Product, Engineering, or process owners as appropriate.

• Maintain accurate documentation of support interactions, ensuring clarity and completeness for future reference.

• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to resolve complex issues and provide customer feedback.

• Proactively identify opportunities for workflow automation or process optimization, championing improvements and sharing actionable ideas with the team.

• Take initiative to update, develop, and maintain internal knowledge bases and playbooks as products and processes evolve.

Qualities that will make you successful:

• Prior experience in a Product Support, Customer Support, or Technical Support capacity, ideally in a SaaS or technology-driven environment.

• Proven ability to efficiently manage high ticket volumes in a structured, repetitive workflow while sustaining attention to detail.

• A natural problem solver, eager to improve processes, with past experience recommending or implementing efficiency gains in previous roles.

• Outstanding interpersonal, written, and verbal communication skills.

• Comfort working independently, as well as collaborating within a remote or globally distributed team.

• A growth mindset, receptive to feedback and continuously looking for ways to level up team performance.

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 $45,000-$70,000. 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: None

• 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!