CX End User Specialist (IT & ES Speaker)

TL;DR

CX End User Specialist (Customer Support): Assisting end users with technical and complex inquiries across multiple channels to ensure exceptional service with an accent on empathy, CRM management, and cross-departmental collaboration. Focus on resolving customer issues, maintaining accurate records, and achieving team quality and productivity targets.

Location: Must be based in or able to commute to Madrid (Hybrid), with remote flexibility options available.

Company

hirify.global is a global workplace wellness platform connecting employees to fitness, mindfulness, and health resources.

What you will do

• Manage end-user communications via email, chat, and phone to ensure high customer satisfaction.
• Provide accurate and complete solutions for inquiries and complex complaints.
• Build relationships through empathetic communication and thorough account research.
• Maintain and update CRM records accurately, categorizing tickets and tracking resolutions.
• Collaborate across departments to support operations and escalate trends to leadership.
• Handle administrative tasks such as processing refunds and approvals.

Requirements

• Proven experience in multi-channel customer support or CX roles.
• Fluent in Italian and Spanish required.
• Proficiency with CRM tools like Zendesk or Salesforce and analytics tools like Tableau or Metabase.
• Strong computer skills and excellent written grammar.
• Ability to work scheduled shifts (Mon–Thu: 11:30–20:00, Fri: 09:30–18:00).

Nice to have

• Proficiency in Portuguese (PT).
• Knowledge of Google Workspace.

Culture & Benefits

• Free Gold membership for yourself and up to three family members.
• Health insurance coverage.
• Flexible hybrid/remote working model with home office equipment reimbursement.
• 25 days of paid holiday per year, increasing with tenure, plus additional birthday leave.
• 100% paid parental leave with ramp-back options.
• Access to professional development platforms and personalized career roadmaps.