Associate Customer Care Agent

TL;DR

Associate Customer Care Agent: Providing first-line support to customers via phone, email, and live chat with an accent on resolving product-related questions, after-sales inquiries, and technical issues. Focus on collaborating with Development and Customer Success teams to address bugs and improve customer support processes.

Location: Based in Chemnitz, Germany

Company

hirify.global helps organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform.

What you will do

• Be the first point of contact for customers, supporting them via phone, email, and live chat.
• Answer questions around products, after-sales topics, and technical issues to ensure customer confidence.
• Take ownership of customer requests from start to finish to ensure a great outcome.
• Investigate reported issues, identify potential bugs, and collaborate with Development and Customer Success for resolution.
• Proactively reach out to customers when you notice something that could impact them.
• Continuously learn about the product and contribute ideas to improve customer support.

Requirements

• Some experience in customer support or a customer-facing role.
• Customer-first mindset with strong listening and problem-solving skills.
• Clear and confident communication skills, both with customers and internal teams.
• Basic understanding of HTML/CSS and APIs.
• Fluent German (speaking and writing, C1+) and English (B2).
• Collaborative team player with empathy and a good sense of humor.
• Interest in technology and modern tools, especially AI and automation.

Nice to have

• Experience with a ticketing system (e.g., Zendesk) or in a SaaS environment.

Culture & Benefits

• Competitive compensation with LTIP.
• Flexible working time models and hybrid work options with 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.
• Company pension scheme.
• Volunteers Day: one day off per year for supporting a social project.