Customer Support Agent (SaaS)

TL;DR

Customer Support Agent: Delivering first-class technical support to B2C and B2B customers across multiple channels with an accent on rapid issue resolution, effective troubleshooting, and feedback sharing with product and engineering teams. Focus on improving service quality, contributing to the internal knowledge base, and identifying/reproducing bugs for the product team.

Location: Hybrid in Lisbon, Portugal. In-office required Monday, Tuesday, and Thursday (Lisbon time).

Company

hirify.global delivers credential security for businesses and employees, trusted by millions of consumers and over 25,000 brands worldwide for its industry-leading innovations.

What you will do

• Respond to B2C and B2B customer technical queries rapidly and clearly via email, chat, phone, and social media.
• Take ownership of solving a wide range of customer issues through effective probing and troubleshooting.
• Comply with and suggest improvements for ticket categorization and service quality standards.
• Share relevant customer feedback and new feature requests with the product and engineering teams.
• Help update and create content for the internal knowledge base and help center.
• Test and reproduce issues to troubleshoot and help identify and fix bugs with product and QA teams.

Requirements

• 1+ year of experience in technical customer support, ideally with B2B customers.
• 1+ year of experience providing online customer support in English, preferably in a SaaS environment.
• Excellent spoken and written English.
• Ability to communicate technical topics simply and clearly.
• Quality-driven with a passion for creating extraordinary customer experiences.
• Familiarity with support platforms like Zendesk.

Nice to have

• Experience managing support tickets throughout the entire lifecycle, including writing bug reports.
• Prior experience working with tech teams (developers/engineers/QA).
• Prior experience troubleshooting issues on web apps, mobile apps, local software, and web extensions.
• Familiarity with Slack and Atlassian.

Culture & Benefits

• Hybrid work arrangement with company-sponsored meals on in-office days.
• Flexible benefits package and health insurance covered by hirify.global.
• 5 extra vacation days each year, plus your birthday off and quarterly well-being days.
• Equal parental leave (up to 20 weeks fully paid) within the first year of birth or adoption.
• Donation matching program and access to mental health services (Spring Health).
• Team building and social events, including weekly lunches and monthly happy hours.
• Commitment to Diversity, Equity, Inclusion, and Belonging.

Hiring process

• Structured interview process to evaluate fit and skills.