Advanced Customer Care Agent (AI)

TL;DR

Advanced Customer Care Agent (AI): Delivering outstanding customer service and technical support for an AI-native Employee Experience Platform with an accent on thorough troubleshooting and technical problem-solving. Focus on investigating bugs, escalating issues, and acting as a primary technical contact for key customers.

Location: Hybrid in Leipzig, Germany. Working hours are 9am - 6pm Central Time (US), Monday to Friday.

Company

hirify.global helps organizations unlock the power of inspirational communication with an AI-native Employee Experience Platform, offering intranet, employee app, and email solutions.

What you will do

• Deliver outstanding customer service, primarily via email, phone, and video calls.
• Take full ownership of support tickets and guide them through all process stages until resolution.
• Investigate potential bugs and errors, escalate when necessary, and keep relevant teams informed.
• Perform deep troubleshooting on complex issues to identify root causes.
• Act as the primary technical contact for key customers.
• Proactively reach out to customers who may be affected by an issue to provide timely updates and guidance.

Requirements

• Experience in customer support with a strong customer-focused mindset, showing empathy and patience.
• Excellent communication skills, with the ability to engage effectively with customers and internal stakeholders.
• Strong problem-solving abilities combined with a structured, solution-oriented approach.
• Foundational knowledge of web technologies (SSO, APIs, HTML/CSS) for troubleshooting.
• Fluency in both German and English (min. Level C1).
• Must be based in Leipzig, Germany for hybrid work.
• Availability to work during 9am - 6pm Central Time (US), Monday to Friday.

Nice to have

• Familiarity with support tools such as Zendesk, Jira, Confluence, or Slack.

Culture & Benefits

• Competitive compensation including LTIP (Long Term Incentive Plan).
• Flexible working time models and the option of hybrid work, supported by a yearly flex work allowance of €1560.
• 31 vacation days annually (including 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 (Volunteers Day).