Service Designer (E-commerce)

TL;DR

Service Designer (E-commerce): Designing and optimizing end-to-end post-purchase experiences across payments, shipping, and customer support with an accent on the service ecosystem, internal workflows, and third-party logistics partners. Focus on creating and maintaining comprehensive customer experience maps and service blueprints to align cross-functional teams and improve operational efficiency and customer trust.

Location: Hybrid in Portugal, requiring a minimum of two days per week in the Lisbon office.

Company

hirify.global is a unique marketplace for buying and selling special objects, aiming to become the world’s most popular destination for exceptional items.

What you will do

• Design and evolve end-to-end post-purchase experiences across payments, shipping, and customer support.
• Lead service design initiatives, mapping customer journeys and connecting them with internal workflows, tools, and policies.
• Create and maintain experience maps and service blueprints as a single source of truth for cross-functional teams.
• Translate complex operational and logistical processes into clear, intuitive customer and internal-facing experiences.
• Analyse how internal tools, policies, workflows, and customer-service procedures intersect with the product experience.
• Partner closely with Product Managers, Product Designers, CS & Shipping Ops to define problems and improve resolution flows.

Requirements

• 7+ years of experience as a Product Designer, with significant (min 4 years) hands-on experience in service design.
• Proven track record designing complex end-to-end services in e-commerce, marketplaces, logistics, or operations-heavy environments.
• Strong ability to map and design happy and unhappy paths, and recovery flows.
• Experience working closely with operations & customer support teams.
• Comfortable doing hands-on product and interaction design, not only conceptual service work.
• Strong collaboration and communication skills, able to align diverse stakeholders.
• English: B2 required (CV and Cover Letter must be in English).

Culture & Benefits

• Create a visible impact by working at scale in a global organization serving millions of customers across 80+ categories.
• Access learning and development initiatives, including clear development plans and mentorship programmes.
• Join a passionate, diverse team of 800+ hirify.globalans representing 60+ nationalities.
• Benefit from an inclusive and queer-friendly environment.
• Receive a €100 Catavoucher when you join, a €50 Catavoucher on your birthday, and an extra day off each year to “Pursue Your Passion”.