Customer Care Agent

TL;DR

Customer Care Agent: Owning customer conversations across email and live chat, from first response to resolution, with an accent on clarity, empathy, and speed. Focus on troubleshooting functional, account, and configuration issues, reproducing bugs, and collaborating with stakeholders for escalations and fixes.

Location: Hybrid in Barcelona, Spain (flexible on-site and remote policy up to 4 days per month + 3 non-consecutive weeks per year)

Company

hirify.global is an AI-powered spend management and procurement platform that simplifies company spending for thousands of companies across Europe.

What you will do

• Own customer conversations via email and live chat, focusing on clarity, empathy, and speed.
• Troubleshoot functional, account, and configuration issues, reproduce bugs, and collaborate on escalations and fixes.
• Monitor and meet team SLAs and quality standards (first response time, time to resolution, CSAT, Quality Assurance).
• Maintain and improve macros and internal runbooks to drive self-serve resolution and consistency.
• Identify recurring issues and surface insights to inform product improvements and UX fixes.
• Partner with Care Operations and BPO teams to ensure consistent customer experiences and contribute to incident communications.

Requirements

• 2+ years in customer support for a SaaS, fintech, or similar product-led company.
• Outstanding written communication in English and French.
• Strong troubleshooting mindset, ability to break down problems, test hypotheses, and document findings clearly.
• Empathy and patience under pressure, keeping users informed and confident.
• Familiarity with modern support and collaboration tools (e.g., Zendesk/Intercom, Jira, Salesforce, Notion, Slack).
• Process-oriented, with experience improving documentation and quality standards.

Nice to have

• Experience in spend management, payments, cards, invoicing/AP, or expense workflows.
• Knowledge of KYC/AML, chargebacks, or payment rails.
• Experience in B2B.

Culture & Benefits

• Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year).
• Alan health insurance (fully covered by hirify.global).
• Meal vouchers through Edenred (€6 per working day).
• 100% reimbursement on public transportation subscription.
• Access to Moka.care for emotional and mental health wellbeing.
• 28 days of holidays.
• Latest Apple equipment and great office snacks.
• A positive team committed to diversity and inclusion.