Hiiya

Customer Support

• 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

Customer Success Support Specialist – Bilingual Spanish/English

Full-stack Engineer

• Own the end-to-end buyer journey across awareness, consideration, and conversion stages, translating positioning and campaign strategy into compelling, high-converting web experiences
• Lead migration from Webflow to a modern headless CMS (e.g., Contentful, Sanity, Storyblok), architecting a scalable React/Next.js-based frontend that maintains strong engineering standards while enabling marketing speed
• Build modular systems that enable rapid deployment of campaigns and landing pages, increasing experimentation velocity across enterprise and PLG segments
• Integrate AI agents and LLM APIs to power dynamic content generation, personalized experiences, SEO/GEO optimization workflows, and scalable localization—reimagining what's possible in digital marketing
• Own international website expansion across 20+ markets, designing and scaling multi-language, multi-region architecture with localization workflows, regional SEO optimization, and global compliance standards
• Architect and implement event tracking, data layers, and attribution frameworks, maintaining hands-on ownership of tools such as Google Analytics 4, Amplitude, and Google Tag Manager
• Ensure clean data flow between website, CRM, marketing automation, and PLG systems, aligning web experimentation with paid, organic, lifecycle, and product initiatives
• Develop hypotheses and testing roadmaps to improve performance of top pages, owning website KPIs and making tradeoffs between speed, quality, and scale
• Maintain best-in-class mobile and desktop experiences, Core Web Vitals, performance benchmarks, UX clarity, messaging effectiveness, and accessibility standards

Senior GTM Engineer, Marketing

Customer Success Manager

• Own North America NRR and Gross Retention performance, driving accurate renewal and expansion forecasting while partnering closely with Sales on account planning and growth strategy
• Serve as senior point of contact for major mobile operator accounts, building executive relationships across commercial, technical, and procurement stakeholders and developing long-term value realization plans that navigate complex enterprise and operator environments
• Identify and execute upsell and cross-sell opportunities across the customer base, leading structured risk identification and churn mitigation efforts while supporting contract renewals and commercial negotiations
• Design and refine engagement models across segments—from operator/strategic (high-touch) to enterprise/mid-market to SMB (scaled/programmatic)—improving onboarding, adoption, and QBR consistency while implementing clear health scoring and performance dashboards
• Lead and develop a lean team of Customer Success Managers, establishing clear performance expectations tied to retention and expansion, coaching on executive presence and complex account management, and building bench strength and future leaders
• Establish disciplined, repeatable processes that create accountability and improve performance without over-building infrastructure, raising commercial acumen across the team and ensuring Customer Success operates as a strategic partner to Sales and Product
• Travel required up to 25%

Director of Customer Success

Customer Support Specialist

• Own backend services that power core features across both apps—caller ID lookups, spam/fraud detection, call screening, real-time scam alerts, call transcription, and AI-generated summaries. This includes designing service architecture, writing production code, deploying to AWS, and operating systems at scale with high availability and low latency.
• Build and maintain mobile integrations that connect backend services to iOS and Android applications. You'll collaborate closely with mobile engineers to ensure seamless SDK behavior across platforms, debug platform-specific issues, and ship features that work reliably for millions of users.
• Scale infrastructure to support growing user bases and new feature development. You'll make decisions about how to handle increasing load, optimize costs, and maintain reliability as both products evolve.
• Make architectural and implementation decisions that balance speed, quality, and long-term maintainability. You'll encounter ambiguous problems—how to handle edge cases in call screening logic, how to structure services for rapid iteration on AI features, how to maintain a shared backend that serves two distinct products—and you'll drive toward solutions with ownership of the outcome.
• Collaborate across engineering, product, and design to ship features that matter. The Mobile Experience team operates with high autonomy, which means you'll be involved in shaping what we build, not just how we build it.

Customer Success Support Specialist – Bilingual Spanish/English

Senior GTM Engineer, Marketing

Director of Customer Success

Customer Support Specialist

Software Engineer