TL;DR

Customer Operations Specialist: Guiding and advocating for %hirify_global% customers on Service Management solutions with an accent on achieving business goals and outcomes. Focus on proactively monitoring services, analyzing problematic situations, and implementing solutions to ensure client success throughout the relationship lifecycle.

Location: Hybrid in Barcelona, Spain, with up to 2 days/week work from home and 30 days/year work from any location globally.

Company

%hirify_global% is a technology and communication innovation company powering the global air travel industry, operating in 95% of international airports.

What you will do

Act as the primary point of contact for customer service requests and inquiries.
Analyze and resolve problematic situations, escalating operational issues when necessary.
Proactively monitor %hirify_global% customer services and manage relationships with customers, users, and service providers.
Advise and guide customers on standard Service Management activities to ensure their success.
Review monthly CSM revenue to ensure accurate billing for related services.

Requirements

Overall 3+ years of experience with 2+ years in IT services delivery.
1+ year of management experience in a customer-facing role.
Bachelor's degree in IT, Telecom, Business, or equivalent.
%hirify_global% Service Management Certification (ITIL Foundations) and ITIL Service Management Certification.

Nice to have

Experience in the Airline / Air Transport industry.
Experience working in a matrix management or process-oriented environment.
Experience with continuous service improvement methods.
Proficiency in another European language.

Culture & Benefits

Diverse and inclusive work environment with flexible working options.
Flex Week: Work from home up to 2 days/week.
Flex Day: Customizable workday schedule.
Flex-Location: Up to 30 days a year to work from any global location.
Employee Wellbeing programs, including EAP and Champion Health platform.
Professional development opportunities with training platforms like LinkedIn Learning.
Competitive local market benefits.