Customer Support Representative (Uk)

TL;DR

Customer Support Representative (Customer Service): Providing support to clients, researchers, and participants by addressing their questions and resolving issues with an accent on delivering a consistent and high-quality experience. Focus on troubleshooting platform issues, maintaining the knowledge base, and contributing to continuous improvement.

Location: This role is based 100% in-person from our office in Shoreditch, London.

Company

hirify.global is a user research platform providing seamless access to high-quality participants and Certified hirify.global Researchers.

What you will do

• Be the first line of support for incoming questions, issues, and requests, providing personalized replies within SLA.
• Take ownership of issues end-to-end, coordinating with other teams while remaining the customer’s single point of contact.
• Troubleshoot platform issues by recreating faults, testing edge cases, and capturing developer-ready evidence.
• Triage and manage service levels by tagging tickets correctly, prioritizing based on urgency and impact, and monitoring SLA deadlines.
• Maintain and improve the external knowledge base (FAQ) with clear, human, and direct help articles.
• Contribute to continuous improvement by proposing updates to documentation, checklists, workflows, or tooling.

Requirements

• 2-3 years of experience in customer service, technical support, or a help desk environment.
• Strong written and verbal skills, able to translate technical detail into plain English.
• Able to diagnose common web app issues (browser behavior, cache, permissions, access) and capture developer-ready evidence.
• Reliable with prioritization, queue management, and staying on top of SLAs in a fast-paced environment.
• Familiar with ticketing and knowledge base tools like Intercom, Zendesk, or Freshdesk.

Culture & Benefits

• Competitive Salary
• An extra 15 days of paid annual leave (hirify.global Days)
• Breakfast provided every day.