Customer Care - French Market

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

Company

hirify.global provides an all-in-one wellness technology platform for boutique fitness businesses, covering bookings, payroll, marketing, and related operations.

What you will do

• Handle first-contact customer conversations through chat and email, including Fin handoffs.
• Resolve standard questions about passes, subscriptions, bookings, members, member invoices, branded apps, and payment status.
• Escalate cases requiring decisions or investigation to Level 2 with complete context.
• Remain the customer contact and provide updates until escalated cases are closed.
• Identify recurring questions and missing help-centre content.
• Work with other teams to resolve complex issues and improve the customer experience.

Requirements

• At least 1 year of customer support experience, ideally in software.
• Native French and English.
• Clear, warm written communication, empathy, and patience when assisting customers under pressure.
• Curiosity about products, with the ability to learn them in depth and turn product knowledge into practical customer solutions.
• Availability for a full-time, 40-hour rotating schedule: two weeks per month Monday to Friday from 9:00 am to 6:00 pm, and two weeks per month on a weekend rota with Wednesday to Friday from 9:00 am to 6:45 pm, Saturday from 9:00 am to 2:00 pm, Sunday from 9:00 am to 6:45 pm, and Monday and Tuesday off.

Nice to have

• Fitness or wellness background.
• Intercom experience.
• A third language.

Culture & Benefits

• Claude account and a monthly budget for AI tools.
• Alan health insurance fully covered, 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.