Product Support Specialist

Product Support Specialist

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.

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.

• Start Date: Immediately
• Status: Full-time
• Type: (Hybrid, 3 days per week in office)
• Location: London, United Kingdom

Benefits

• 25 days holiday plus bank holidays
• Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution)
• Paid parental leave
• Private medical, dental and vision insurance through Vitality
• Employer-paid life insurance 2x base salary
• Donation Matching for a charity of your choice (up to $1,000/ year)
• WFH equipment stipend
• $1,000/year in Professional Development funds
• Onsite office gym through Fora
• Lunch provided 3x week by Deliveroo

This position is based in London, UK. Our office is based at 151 Wardour Street, W1F 8WE.

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!