Customer Support Agent (Lisbon - Portugal)

TL;DR

Customer Support Agent: Delivering first-class technical support to the hirify.global community with an accent on handling technical queries across multiple channels including email, chat, phone, and social media. Focus on troubleshooting account, billing, and app-related issues, and providing feedback to product and engineering teams.

Location: Based in Lisbon, Portugal, with a hybrid work arrangement requiring in-office attendance on Mondays, Tuesdays, and Thursdays.

Company

hirify.global is a fast-growing international company providing credential security solutions to millions of consumers and over 25,000 brands globally.

What you will do

• Respond rapidly and clearly to B2C and B2B customer questions regarding the hirify.global app and technical issues.
• Take ownership of solving customer queries via email, chat, and social media through effective probing and troubleshooting.
• Comply with and suggest improvements for ticket categorization and service quality standards.
• Achieve productivity and quality KPIs aligned with team goals.
• Share relevant feedback with the product team to shape the hirify.global product.
• Help update/create content for internal knowledge base and help center.
• Test and reproduce issues to troubleshoot and help identify/fix bugs with product team.
• Escalate complex issues to Level 2 and Level 3 support teams.

Requirements

• 1+ year of experience in technical customer support, potentially with B2B customers.
• 1+ year of experience providing online customer support in English, preferably in a SaaS or tech company.
• Excellent spoken and written English.
• Ability to communicate technical topics simply and clearly.
• Quality-driven with a passion for creating extraordinary customer experiences.
• Experience using support platforms like Zendesk, and familiarity with Slack and Atlassian.
• Experience managing support tickets through the entire lifecycle.
• Prior experience working with tech teams (developers/engineers, QA).
• Prior experience troubleshooting technical issues on web apps, mobile apps, local software, and web extensions.

Culture & Benefits

• Hybrid work arrangement with in-office collaboration days.
• Company-sponsored meal on an in-office day.
• Flex Benefits pool.
• Health insurance covered by hirify.global.
• 5 extra vacation days each year, plus your birthday off.
• Company-wide well-being days (one per quarter).
• Equal Parental leave (up to 20 weeks fully paid).
• Donation matching program.
• Access to mental health services through Spring Health for you and your family.
• Team building & social events, including weekly lunch and monthly happy hour.