Customer Care - English Speaker (UKI Market)

Location: Barcelona, Passeig de Gràcia, Spain; hybrid. One remote day per week, plus 15 additional remote days per year. Weekend rota includes work from home on Saturday and Sunday.

Company

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

What you will do

• Act as the first point of contact for customers through chat and email, including Fin handoffs and new conversations.
• Resolve standard requests involving passes, subscriptions, bookings, members, member invoices, branded apps, and payment status.
• Escalate cases requiring decisions or investigation to Level 2 with complete and relevant information.
• Identify recurring questions and gaps in 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 or C1 English.
• Clear, warm written communication and the ability to show empathy and remain patient under pressure.
• Curiosity about products and the ability to learn them in depth and turn that knowledge into practical customer solutions.
• Availability for a full-time, 40-hour rotating schedule, including weekday and weekend rota periods.

Nice to have

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

Culture & Benefits

• Claude account and a monthly budget for AI tools.
• Fully covered Alan health insurance, DKV dental insurance, mental health support, and paid sick leave.
• Wellhub access to gyms, studios, and wellness apps.
• Alan Flex for tax-free meal, 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.