Customer Care - French Market

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

Company

hirify.global provides an all-in-one platform for the wellness industry, combining boutique fitness and technology to support bookings, payroll, marketing, and commercial 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 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; Level 2 owns the conversation through resolution.
• Identify recurring questions and gaps in help centre content.
• Work with other teams on complex issues and improvements to the customer experience.

Requirements

• At least 1 year of customer support experience, ideally in software.
• Native French and English required.
• Clear, warm written communication, empathy, patience, and strong problem-solving skills when assisting customers under pressure.
• Curiosity about products and the ability to learn them deeply and turn product knowledge into practical customer solutions.
• Full-time availability for 40 hours per week on a rotating schedule.

Nice to have

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

Culture & Benefits

• Full-time schedule: two weeks per month Monday to Friday, 9:00 am–6:00 pm; two weeks per month on a weekend rota with Wednesday–Friday 9:00 am–6:45 pm, Saturday 9:00 am–2:00 pm, and Sunday 9:00 am–6:45 pm. Monday and Tuesday are days off during the weekend-rota weeks; weekend shifts are worked from home.
• Claude account, monthly AI tools budget, and an international team across Europe, the US, and APAC.
• Fully covered Alan health insurance, DKV dental coverage, mental health support, and paid sick leave.
• Wellhub access and Alan Flex benefits for meals, transport, and nursery from gross salary on a tax-free basis.
• Office on Passeig de Gràcia, summer Fridays in August, and an inclusive workplace.

Hiring process

• Introduction call with Charlotte from talent acquisition.
• First interview with Rachel, the future team leader.
• Second interview with Taninna, Head of CSM.