Customer Experience Analyst

TL;DR

Customer Experience Analyst: Providing premium multi-channel support and data-driven process improvements for corporate wellness users with an accent on empathy, problem solving, and wellbeing promotion. Focus on managing user communications, resolving complaints creatively, and categorizing interactions to identify trends and reduce friction.

Location: Rome, Italy (Hybrid)

Company

hirify.global is a product company revolutionizing workplace wellness with a global platform connecting employees to fitness, mindfulness, therapy, nutrition, and sleep resources.

What you will do

• Manage multi-channel communications (email, chat, phone) to support corporate welfare users with empathy and precision.
• Identify customer needs, handle complaints, and provide creative solutions ensuring win-win outcomes.
• Categorize interactions to help identify trends, reduce operational friction, and automate repetitive tasks.
• Promote wellbeing culture by inspiring and empowering colleagues and users.

Requirements

• Location: Must be based in Rome, Italy with hybrid work format.
• Languages: Native/Fluent Italian and Fluent English are mandatory.
• Motivated talent possibly at early career stage with passion for wellness industry.
• Excellent written and verbal communication skills to simplify complex processes.
• Detail-oriented, resourceful, and able to multitask in a fast-paced environment.

Culture & Benefits

• Free Gold membership to onsite gyms, digital fitness, and wellness resources including family access.
• Flexible work options with hybrid and remote possibilities and home office reimbursement.
• 30 days paid holiday plus additional annual holidays including birthday leave.
• 100% paid parental leave with extended and ramp-back options for new parents.
• Career growth with access to learning platforms, personalized development, and internal opportunities.
• Inclusive, supportive culture valuing wellbeing, collaboration, and diverse perspectives.