Senior Customer Support Advisor (Workforce Management)

TL;DR

Senior Customer Support Advisor (Workforce Management): Providing first-line technical and functional support to international customers for a workforce management platform with an accent on troubleshooting complex issues across scheduling, payroll logic, APIs, integrations, and AI-powered features. Focus on incident handling, coaching junior advisors, and driving specific improvement projects within customer support.

Location: Hybrid setup with at least 2 days from the office.

Company

hirify.global is a leading workforce management platform that simplifies scheduling, optimises staffing, and engages frontline teams globally.

What you will do

• Provide first-line support to international customers via phone and email.
• Troubleshoot complex issues across scheduling, payroll logic, APIs, and AI-powered features.
• Handle trickier cases requiring deeper product knowledge.
• Act as a point of escalation and support incident handling when needed.
• Coach and support junior advisors and help onboard new hires.
• Take ownership of specific improvement projects within Customer Support.

Requirements

• Native-level fluency in Danish and English required.
• Proven success in a technical or SaaS support role.
• Confidence in handling both functional and technical questions.
• Strong service mindset with an analytical approach.
• Ability to coach others, manage escalations, and confidently represent Support in meetings.
• Clear and structured communication skills.

Nice to have

• Experience with SaaS/tech support, ideally within Workforce Management or similar domains.
• Basic understanding of APIs, request/response patterns, or integrations.
• A strong personal interest in troubleshooting, product logic, or system behaviour.
• Swedish or additional Nordic languages are considered a plus.

Culture & Benefits

• Flexible work hours and a hybrid setup.
• Enhanced vacation allowance, gym membership contribution, health insurance, and a pension plan.
• Professional development contributions, virtual yoga classes, and annual ping-pong tournament.
• Close collaboration with R&D, Product, and Second Line teams.
• Opportunities to grow, take ownership, and make a real impact within an international team.

Hiring process

• Short application.
• Psychometric and objective assessments through Alva Labs.
• Quick screening call with Talent team.
• Meet the hiring manager.
• Complete a role-specific assessment (technical questions or case).
• Final interview (in-office).
• References & background checks.