Customer Experience Specialist (SaaS)

TL;DR

Customer Experience Specialist (SaaS): Handling support tickets and partner communications for an AI-powered beauty and wellness OS with an accent on problem-solving and technical investigation. Focus on resolving complex partner issues, identifying software bugs, and driving partner retention through consultative support.

Location: Remote (Pristina, Kosovo)

Salary: 1250 EUR Gross Per Month

Company

hirify.global is an AI-powered operating system for the global beauty, wellness, and self-care industry.

What you will do

• Resolve support tickets and partner contacts through Hubspot to assist partner clients.
• Identify root causes of issues and proactively flag recurring bugs and trends to product teams.
• Provide consultative support to ensure partners maximize software utility and improve retention.
• Proactively test and reproduce software problems within test accounts.
• Maintain up-to-date test accounts to ensure all features are functional for testing.
• Collaborate with the CX team to exceed KPIs and maintain a high-performance culture.

Requirements

• High-quality written and spoken English proficiency.
• Ability to work night shifts (12 AM - 8 AM).
• Technical mindset for navigating and explaining multifaceted software.
• Strong problem-solving skills with a curiosity to find root causes.
• Ability to work at a fast pace in a changing, ambiguous environment.
• Comfort taking on feedback and applying it to daily activities.

Culture & Benefits

• Fully remote work setup.
• Fast-paced and growth-oriented environment within a global business.
• Close-knit, cross-disciplinary team culture.
• Ongoing professional development via QA and coaching sessions.
• Inclusive workforce promoting diversity and empowerment for all backgrounds.

Hiring process

• Screen Call: 30-minute video call with the Talent Team.
• Skills & Experience: 30-minute video call with the CX Hiring Team.
• Tech & Written Assessment: 60-minute in-person session with the CX Hiring Team.
• Cultural Assessment: 30-minute video call with the VP of CX.