CX Systems Administrator

Location: Hybrid role based in the Barcelona office, with regular onsite presence expected. Afternoon overlap until approximately 6:00 PM CET is required two to three days a week.

Company

hirify.global is a manufacturer-to-consumer retail company building proprietary technology, AI, and analytics to sell high-quality essentials at lower prices across apparel, accessories, home goods, and other categories.

What you will do

• Own and configure Gladly across European markets, including queues, routing rules, inboxes, permissions, SLAs, business rules, and macros.
• Launch complete CX system environments for new markets, localizing language routing, SLAs, business rules, email, SMS, chat, and Simplesat.
• Validate integrations across email, SMS, chat, Simplesat, CRM, and admin tools, including routing, survey triggers, order flows, and data passing.
• Run pre-launch QA and UAT, hold go-live when environments are not ready, and document launch issues for the global framework.
• Monitor systems against contracted SLAs, resolve EU configuration defects, and escalate issues to Engineering when needed.
• Maintain scalable per-market configuration and documentation, audit environments quarterly, and validate downstream reporting data.

Requirements

• Bachelor's degree or equivalent experience.
• 3+ years of hands-on administration of a CX or service platform such as Gladly, Zendesk, Salesforce Service Cloud, or similar, including at least one end-to-end setup or go-live for a new market, product, or environment.
• Experience configuring or administering systems across more than one region.
• Fluent English is required.
• Regular onsite presence at the Barcelona office is required.

Nice to have

• Proficiency in German, French, or another EU language.

Culture & Benefits

• Work in a mission-driven team reshaping retail through technology, data, and more sustainable operations.
• Collaborate weekly with a majority US-based global team.
• Hybrid working arrangement with a regular Barcelona office presence.
• Employment is contingent upon successful completion of a background check.
• Reasonable accommodations are available for qualified individuals with disabilities.

Hiring process

• Applications and recruitment communications are handled through official hirify.global channels and approved platforms.
• Employment requires successful completion of a background check.