Customer Service Specialist – Portuguese & English Speaker (SaaS)

TL;DR

Customer Service Specialist (SaaS): Providing multichannel support for vacation rental hosts with an accent on technical troubleshooting and integration resolution. Focus on optimizing host operations, handling complex booking workflows, and improving internal product documentation.

Location: Hybrid in Berlin, Germany (remote up to 50% of the year, including up to 63 working days abroad)

Company

hirify.global is a fast-growing SaaS startup in the vacation rental industry, empowering private hosts to manage their properties efficiently.

What you will do

• Support customers via tickets, chats, and pre-booked calls.
• Resolve technical product and integration issues across booking channels, calendars, and automations.
• Identify and prioritize high-impact cases to prevent operational disruptions for hosts.
• Collaborate with Tech Services and document recurring issues to enhance internal knowledge.

Requirements

• Portuguese and English proficiency at C1 level.
• Experience in customer-facing roles, ideally within SaaS, travel, or hospitality.
• Ability to troubleshoot technical topics and navigate complex systems.
• Reliability and flexibility for different shifts, including Saturdays.
• Must be based in Berlin to utilize office benefits and local transport subsidies.

Culture & Benefits

• Hybrid work model with flexibility to work abroad for up to 63 days per year.
• 27 to 32 vacation days depending on tenure.
• Monthly subsidy for Deutschland-Ticket and tax-advantaged bike leasing.
• Mentorship program, Lingoda German classes, and clear performance-based growth paths.
• Dog-friendly office, team events, mental health support, and Gympass contribution.

Hiring process

• Initial 30-minute recruiter call.
• 45-60 minute interview with the future manager.
• 45-60 minute technical assessment with a peer or stakeholder.
• 30-minute meeting with future team members.
• Reference check and final offer.