Customer Support (German, English)

TL;DR

Customer Support (German, English): Directly assisting end-users in the UK and Germany by resolving inquiries and technical issues across various channels, focusing on maintaining high customer satisfaction and building trust through empathetic communication. Focus on accurately managing CRM records, adhering to processes, and collaborating with multiple departments to ensure seamless operations.

Location: Spain (Madrid - Hybrid)

Company

hirify.global is revolutionizing workplace wellness, connecting employees worldwide to partners for fitness, mindfulness, therapy, nutrition, and sleep through a simple subscription platform.

What you will do

• Manage all customer communications via email, chat, and phone.
• Provide accurate and complete solutions to inquiries and complaints.
• Build sustainable relationships and trust through empathetic communication.
• Manage and update CRM records accurately and follow up on pending issues.
• Adhere to all processes and policies, escalating trends or critical issues when necessary.
• Achieve personal and team targets for quality and productivity, and handle additional responsibilities such as processing refunds and approvals.

Requirements

• High School/Technical school completed.
• Native German and Fluent English are mandatory.
• Knowledge with CRMs (e.g., Zendesk, 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.

Nice to have

• A degree is a plus.
• Knowledge of Google Workspace.

Culture & Benefits

• Free Gold membership to hirify.global with access to fitness and wellness resources for you and up to three family members.
• Health insurance benefits.
• Flexible work options (hybrid and remote models can be discussed for this role) with a one-time reimbursement for home office setup and a monthly work allowance.
• Minimum of 25 days paid holiday per year with additional days for tenure (up to 5) and an extra holiday on your birthday.
• 100% paid parental leave for new parents, with extended leave for birthing parents and a ramp-back period.
• Access to world-class platforms, interactive sessions, and a personalized development roadmap for continuous learning and career growth.