Customer Service Specialist (SaaS)

TL;DR

Customer Service Specialist (SaaS): Providing multilingual support to vacation rental hosts, resolving technical and integration issues, and ensuring high customer satisfaction during late shifts with an accent on prioritizing critical cases and documenting recurring issues. Focus on technical troubleshooting, collaboration with tech services, and proactive contribution to team culture.

Location: Berlin, Germany. Remote work is possible up to 50% of the year, including up to 63 working days abroad.

Company

hirify.global empowers everyday people to become successful entrepreneurs by helping them manage their vacation rentals simply and efficiently.

What you will do

• Support customers via tickets, chats, and pre-booked calls.
• Resolve product and integration issues across booking channels, calendars, automations, and messaging workflows.
• Identify and prioritize time-sensitive or high-impact cases to prevent serious consequences for hosts.
• Document recurring issues to improve internal knowledge and collaborate closely with Tech Services.

Requirements

• Experience in a customer-facing role, ideally in SaaS, travel, or hospitality.
• Comfortable troubleshooting technical topics and working with complex systems.
• Stay calm, structured, and empathetic in all customer interactions.
• Reliable and comfortable working a later shift, including Sundays.
• Dependable, hands-on, and take initiative without needing constant direction.

Culture & Benefits

• Flexibility – We work remotely for up to 50% of the year, including up to 63 working days abroad.
• Time to Recharge – 27 vacation days, plus one extra day for each year of tenure (up to 32).
• Learning & Growth – Mentorship program, Lingoda German classes, professional development opportunities, and clear pathways for growth based on your performance.
• Wellbeing & Fun – Team events, a dog-friendly office, social clubs, new joiner buddy lunches, mental health support, and a Wellhub (Gympass) contribution.
• Diversity: Our company language is English, and our team represents over 28 nationalities.

Hiring process

• 30-minute call with a recruiter
• 45-60 minute call with your future manager
• 45–60 minute technical assessment with a peer or stakeholder.