Customer Support Specialist (German Bilingual)

Location: Remote, with physical residence in Poland required, specifically Warsaw or Krakow. Must be able to work EMEA weekday hours from 9 AM to 6 PM British Standard Time.

Salary: PLN 110K–PLN 125K, plus bonus. Compensation varies according to responsibilities, skills, experience, certifications, and physical location.

Company

hirify.global provides an AI-powered GRC Intelligence Platform for audit, risk, ESG, and information security management.

What you will do

• Resolve client questions about product functionality and provide technical troubleshooting through email, live chat, and scheduled video sessions.
• Build deep product knowledge and explain platform features and functionality clearly.
• Collaborate with engineering and product teams to escalate issues and share client feedback.
• Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key client issues.
• Identify trends in client feedback and recommend changes to improve the user experience.

Requirements

• C1 or Advanced-High German and English proficiency is mandatory.
• Physical residence in Poland, specifically Warsaw or Krakow, is mandatory.
• At least 3 years of SaaS or technology Tier 1 customer support experience is mandatory.
• Availability to work the 9 AM–6 PM British Standard Time shift is mandatory.
• Experience diagnosing and resolving technical issues with empathy and patience.
• Excellent written, verbal, phone, email, and online communication skills, including the ability to explain complex technical concepts simply.
• Curiosity, willingness to learn, and adaptability to new technology and challenges.
• Ability to analyze and troubleshoot problems quickly.
• Ability to manage cross-functional relationships with internal teams to resolve customer issues.
• Bachelor's degree or an equivalent combination of education and experience.

Nice to have

• Accounting and audit knowledge.
• Familiarity with helpdesk ticketing systems, including Zendesk.
• C1 or Advanced French proficiency.

Culture & Benefits

• Remote work with a monthly work-from-home allowance that varies by location.
• Statutory benefits, annual leave, and holidays, depending on location and eligibility.
• Competitive compensation and bonus program.
• Employee resource groups and opportunities for team and company-wide get-togethers.
• Culture centered on customer obsession, resilience, innovation, collaboration, and continuous learning.