Customer Experience Specialist

TL;DR

Customer Experience Specialist: Providing exceptional support and technical troubleshooting for a global HR SaaS platform with an accent on customer satisfaction and AI chatbot training. Focus on resolving complex customer issues, collaborating with internal teams, and enhancing automated support experiences.

Location: Hybrid in Portugal with flexibility to work on 50% of Portuguese public holidays

Company

hirify.global is a fast-growing global HR platform helping mid-sized businesses transform workforce management and engagement.

What you will do

• Provide exceptional customer support via email and Zoom, troubleshooting technical issues.
• Investigate and resolve customer-reported challenges, escalating complex cases.
• Collaborate with internal teams to deliver effective solutions.
• Create and maintain Help Center and internal knowledge base content.
• Train AI chatbot and improve automated support experiences.
• Meet performance goals while working with global teams.

Requirements

• Location: Must be based in Portugal with hybrid work format.
• English: Fluency in written and spoken English required.
• Experience in customer-facing SaaS roles and technical troubleshooting.
• Familiarity with Zendesk, Asana, Slack, and Salesforce.
• Experience supporting enterprise-level accounts, preferably in HR Tech.
• Flexibility to work on 50% of Portuguese public holidays.

Nice to have

• Interest or familiarity with AI platforms and tools.
• Additional language skills.

Culture & Benefits

• Competitive compensation and pre-IPO equity.
• Health insurance for employee and children.
• Flexible hybrid working model with work from home allowance.
• Company share options plan and prepaid meal card.
• Social impact days and employee referral program.
• Temporary remote work from anywhere for up to 2 months after 6 months employment.