Customer Care CQA (SaaS)

Location: Barcelona, Passeig de Gràcia; hybrid, with 1 remote day per week and 15 additional remote days per year

Company

hirify.global provides an all-in-one SaaS platform for the wellness industry, combining boutique fitness and technology to support bookings, payroll, marketing, and business operations.

What you will do

• Investigate escalated cases that Level 1 support cannot resolve and determine whether they are bugs, configuration issues, or usage questions.
• Resolve configuration and usage issues directly with clients, including checking Back Office settings and reproducing reported behavior.
• Submit and manage bug reports through Slack, Notion, Linear, and Intercom, including conversation links, templates, and complete replication steps.
• Own the client relationship throughout each case, provide updates every 48 hours, and close the loop when fixes are released.
• Group recurring issues by the number of affected clients and share patterns weekly.

Requirements

• 1+ year of experience in technical support or software QA.
• Methodical approach to reproducing issues and investigating their causes.
• Ability to write clear, actionable bug reports.
• Strong communication skills and the ability to keep clients informed with clarity and empathy.
• Fluent English plus French or Spanish.

Nice to have

• Experience with Linear or Jira.
• Familiarity with APIs, webhooks, or integrations such as ClassPass, Wellpass, USC, or Wellhub.
• Previous experience in a SaaS environment.

Culture & Benefits

• Claude account and a monthly AI tools budget.
• Fully covered Alan health insurance, DKV dental coverage, mental health support, and paid sick leave.
• Wellhub access to gyms, studios, and wellness apps.
• Alan Flex for tax-free meals, transport, and nursery payments from gross salary.
• Office on Passeig de Gràcia, summer Fridays in August, and an international team across Europe, the US, and APAC.

Hiring process

• Introduction call with talent acquisition.
• First interview with the future team leader.
• Second interview with the Head of CSM.