Customer Support Specialist

TL;DR

Customer Support Specialist: Defining and implementing customer support workflows for a digital accessibility platform with an accent on managing technical and functional requests and collaborating with product teams. Focus on diagnosing issues, creating documentation, and influencing the development roadmap.

Location: Hybrid in Turin, Italy

Company

hirify.global is a European leading company in digital accessibility, focused on making the digital world accessible to everyone.

What you will do

• Define and implement customer support workflows and configure ticketing tools.
• Create support documentation such as Help Center, FAQs, and video tutorials.
• Manage technical and functional support requests from clients, ensuring fast and empathetic responses.
• Collaborate with Product Managers and Developers to analyze tickets, identify recurring issues, and influence the development roadmap.
• Assist new clients with onboarding and guide them through the initial stages of platform usage.

Requirements

• At least 3 years of experience in Customer Support or Customer Success roles, preferably in B2B companies.
• Experience structuring support processes or a strong aptitude for creating order from chaos.
• Comfortable communicating with a technical audience (Developers, Product Managers).
• Ability to understand how SaaS software works and diagnose whether an issue is user error or a system bug.
• Ability to write clearly and concisely, translating technical terms into simple language and vice versa.
• Skills to manage customer frustration and transform critical moments into positive experiences.

Nice to have

• Specific experience supporting Software-as-a-Service (SaaS) products.
• Familiarity with agile methodologies (Scrum/Kanban).
• Basic knowledge of (or a strong interest in) Digital Accessibility (WCAG).

Culture & Benefits

• Your work will have a tangible impact, improving the digital experience for many users.
• Collaborate with a creative and determined team of designers, developers, and product managers.
• Autonomy and trust to explore new strategies, experiment with innovative approaches, and propose process improvements.
• Open, welcoming, and diverse team, with a dog-friendly office.
• Hybrid work mode offering a perfect balance between work and personal life with maximum flexibility.
• Competitive and personalized salary based on your talent and experience.