Cx Specialist (Customer Support)

TL;DR

CX Specialist (Customer Support): Responsible for directly assisting the End Users in UK and Germany with inquiries across various channels, resolving technical and complex issues to ensure an exceptional experience. Focus on building sustainable relationships and trust through empathetic, open communication, while diligently researching customer accounts for proper resolution.

Location: Madrid - Hybrid

Company

hirify.global is revolutionizing workplace wellness, connecting employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep all in one simple subscription.

What you will do

• Ensure customer satisfaction by managing all communications (email, chat, phone).
• Provide accurate, complete solutions to inquiries and complaints using established methods and tools.
• Build sustainable relationships and trust through empathetic, open communication.
• Manage and update CRM records accurately and follow up on pending issues to ensure timely resolution.
• Adhere to all processes and policies, proactively escalating trends or critical issues to leadership when necessary.
• Achieve personal and team targets for quality and productivity, and collaborate closely with multiple departments to support all operations.

Requirements

• High School/Technical school completed; a degree is a plus.
• Native German and Fluent English are mandatory.
• Knowledge with CRMs (e.g., Zendesk, Darwin, Salesforce) and Analytics tools (e.g., Tableau, Metabase).
• Excellent grammar and computer skills.
• 1 to 2 years of experience with CX, multi-channel, and written customer support.

Culture & Benefits

• Free Gold membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more!
• Flexible work: hybrid options to give you the freedom to work in a way that suits you.
• Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!).
• 100% paid parental leave to all new parents.
• Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities.
• Join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness.