B2B CX Specialist - DE And EN Speaker

TL;DR

B2B CX Specialist: Providing multi-channel client support and resolving complex technical and billing issues for B2B clients with an accent on maintaining high quality standards and meeting SLAs. Focus on systematically gathering client feedback to contribute to product and service enhancements.

Location: This is a hybrid role based in Madrid, Spain. Flexible work options are available, with the specific model for this role to be discussed with the hiring team. The role is for the CX team in Spain.

Company

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

What you will do

• Provide multi-channel (email, chat, phone) client support to B2B clients.
• Resolve complex technical issues for clients, including billing, employee eligibility, and general account questions.
• Operate within hirify.global’s quality, productivity, and operational indicators, adhering to knowledge bases and processes.
• Meet quality standards and SLAs for first reply and full resolution times, escalating critical cases promptly.
• Systematically gather and synthesize client feedback to identify trends and contribute to product/service enhancements.
• Inspire and empower others by genuinely caring for personal and team wellbeing, fostering a supportive work environment.

Requirements

• Previous experience with CX in a multi-channel environment (email, chat, and phone) is mandatory.
• Native German and Proficient English are mandatory requirements.
• High School/Technical school completed.
• Knowledge of CRMs (e.g., Zendesk, Salesforce) is a plus.
• Excellent grammar and computer skills, with knowledge of Google Workspace being a plus.

Culture & Benefits

• Free hirify.global Gold membership, providing access to onsite gyms, digital fitness programs, and wellness resources for meditation, nutrition, and mental wellbeing support, extendable to three family members.
• Health insurance is provided.
• Flexible First company with hybrid and remote options; includes a one-time reimbursement for home office equipment and a monthly work allowance.
• Minimum of 25 days paid holiday per year, with an additional day for each year of tenure (up to 5), plus an extra holiday on your birthday.
• 100% paid parental leave for all new parents, with extended leave for birthing parents and a ramp-back period.
• Access to world-class platforms and interactive sessions for continuous career growth, personalized development, and internal opportunities.
• Join a passionate team that values collaboration, open communication, and creating a meaningful impact in workplace wellness.