Advanced Customer Care Agent

TL;DR

Advanced Customer Care Agent: Delivering outstanding customer service and technical support for an AI-native Employee Experience Platform with an accent on owning support tickets and deep troubleshooting of complex issues. Focus on acting as a primary technical contact for key customers and proactively providing updates.

Location: Hybrid work from Dresden, Chemnitz, or Leipzig, Germany. Must be open to working 9am - 6pm Central Time, Monday to Friday.

Company

hirify.global is a Unicorn company creating an AI-native Employee Experience Platform with industry-leading AI communications channels.

What you will do

• Deliver outstanding customer service via email, phone, and video calls.
• Take full ownership of support tickets from start to resolution.
• Investigate potential bugs, escalate when necessary, and inform relevant teams.
• Perform deep troubleshooting on complex issues to identify root causes.
• Act as the primary technical contact for key customers.
• Proactively reach out to customers with updates and guidance.

Requirements

• Experience in customer support with a strong customer-focused mindset.
• Excellent communication skills with customers and internal stakeholders.
• Strong problem-solving abilities and a solution-oriented approach.
• Foundational knowledge of web technologies (SSO, APIs, HTML/CSS) for troubleshooting.
• Fluency in both German and English (min. Level C1).
• Familiarity with support tools such as Zendesk, Jira, Confluence, or Slack is an advantage.

Culture & Benefits

• Competitive compensation including LTIP.
• Flexible working time models and hybrid work option with a yearly flex work allowance of €1560.
• 31 annual vacation days (incl. one floating holiday), plus pro rata fully paid Fridays off during August.
• Monthly Wellbeing Allowance of €35 for fitness, mental health, hobbies, or relaxation.
• Company pension scheme.
• One day off per year for supporting a social project.