L1 Support Specialist

TL;DR

L1 Support Specialist: Providing assistance to users across hirify.global' product ecosystem via in-app chat with an accent on resolving customer inquiries and creating self-service help materials. Focus on collaborating with product, sales, and customer success teams to ensure a smooth customer experience and continuous product improvement.

Location: Remote, must be able to work evening shifts from 1 PM to 9 PM CET (Central European Time). The company operates with a remote-first model and welcomes team members from various countries, primarily targeting candidates within Europe Time Zones.

Company

hirify.global is a global software company offering an ecosystem of products and services that serve as a growth engine for top mobile-first businesses worldwide, integrating AI into its strategic approach.

What you will do

• Communicate with customers via the Intercom in-app chat.
• Take ownership of customer issues and see them through to resolution.
• Escalate problems to internal teams (Product, Sales, Customer Success) as appropriate.
• Pass on customer feedback to the Product team and provide users with updates.
• Create and update how-to guides, feature overview articles, and short how-to videos for the Help Centre.
• Participate in small projects such as Product Tours creation and onboarding support for new customers.

Requirements

• 1+ year of experience in customer support or customer-facing roles in tech companies.
• B2+ English proficiency.
• Ability to work evening shifts from 1 PM to 9 PM CET.
• Strong problem-solving and technical troubleshooting skills.
• Excellent written and verbal communication skills.
• Experience with customer service tools (e.g., Intercom, Zendesk) and help center article creation.

Nice to have

• Experience with helping video creation.
• Experience with utilizing AI-based tools for personal and work-related projects.
• Basic project management skills.

Culture & Benefits

• Remote-first working environment with a flexible working schedule for a better work-life balance.
• Vacation and public holidays following your country's regulations, plus additional annual PTOs.
• Medical insurance or health care compensation and paid sick leave.
• Opportunities for professional development through online/offline conferences and internal courses.
• Coworking costs coverage program and office hubs in key locations.
• Micro-management-free and supportive management style with semi-annual performance review sessions.