Customer Support Agent (Lisbon - Portugal)

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.