Customer Support Specialist at Hiya

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 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 WHAT WE'RE LOOKING FOR Required: - 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 Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward. You’ll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust. Every team member at Hiya is expected to live our core values: - Serve, our customers and partners by holding a high bar for trust and quality - Own, share in success and open up to failures - Lead, listen, show up with a point of view but commit entirely once a decision has been made - Improve, even if it means changing course or contradicting ourselves - Do, rather than observe OUR INTERVIEW PROCESS Process Overview Our standard interview process follows this sequence: - Initial Screen: We confirm baseline alignment, role interest, relevant experience, and logistics. - Hiring Manager (HM) Screen: We evaluate role fit, expectations, and execution readiness. - Take Home Working Assignment: You'll complete a take-home, role-relevant assignment designed to reflect the kind of work you would do at Hiya. The assignment focuses on how you think, prioritize, and explain your approach. You'll review your work and discuss your reasoning with the interview panel. - Assignment-Based Interview Loop: Interviewers will explore how you think through the work, ask questions, respond to feedback, and adapt your approach. Each interviewer focuses on specific competencies and how you make decisions, navigate tradeoffs, and collaborate in real time. - Future Hiya Value Interview: An independent conversation focused on your long-term potential, judgment under ambiguity, and ability to create sustained value as scope and complexity increase. HOW WE INVEST IN YOU COMPENSATION & OWNERSHIP - Base Salary: - Compensation is determined by role scope, skills, experience, location, and market data. - Equity Compensation: ownership aligned with your impact and the company's growth Benefits - 25 holiday plus bank holidays - Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution) - Paid parental leave - Private medical insurance through Vitality (including dental & vision) - 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 - Lunch provided on in- office days This position is based in London, UK. Office post code: W1F 8WE COME WORK WITH US! We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career. We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!