Customer Support Specialist B2C

TL;DR

Customer Support Specialist (B2C): Providing exceptional support to customers using a SaaS platform, ensuring their success and satisfaction with an accent on resolving technical issues and acting as a customer advocate. Focus on collaborating with internal teams, gathering feedback to improve the product, and conducting customer training sessions.

Company

hirify.global is building the future of hospitality tech with a SaaS platform that helps lodging providers boost revenues and get more direct bookings.

What you will do

• Respond to customer inquiries via chat, email, or phone, providing empathetic and helpful assistance.
• Analyze and resolve customer-reported issues, collaborating with internal teams for complex cases.
• Conduct training sessions to demonstrate product features and best practices.
• Manage and update the knowledge base with FAQs and practical guides.
• Gather feedback from customers and represent their needs within the organization.
• Track and document customer interactions using CRM or ticketing systems, analyzing trends to support continuous improvement.

Requirements

• At least 3 years of experience in Customer Support or a similar role.
• Excellent written and verbal communication skills in English and Italian.
• Proficiency with help desk and messaging platforms (e.g., Zendesk) and CRM/ticketing tools (e.g., HubSpot).
• Ability to manage multi-channel communication (WhatsApp, email, OTA platforms, etc.).
• Knowledge of the hospitality industry and common guest workflows.
• Data analysis skills with Excel and Google Sheets, along with familiarity with BI tools like Tableau or Looker.

Nice to have

• Previous experience in B2C.
• German language skills.

Culture & Benefits

• Work in a top-performing team with frequent opportunities to meet up.
• An environment where mistakes are allowed, and your voice matters.
• Continuous growth with renewed sales processes and approaches to meet challenging goals.
• Work with software to automate repetitive tasks.
• Fun and enriching team-building events.
• Remote working with frequent opportunities to meet up.