Customer Support Specialist

TL;DR

Customer Support Specialist (SaaS): Supporting customers on climate and ESG SaaS platform with an accent on issue resolution, feedback aggregation, and self-service content development. Focus on collaborating with Product, Engineering, and Delivery teams to address technical challenges and improve NPS/CSAT metrics.

London · Hybrid. Hubs in France, UK, US.

£35,000 - £45,000 yearly

Company

hirify.global is a SaaS platform that maps climate and ESG data to help businesses track, disclose, and act on sustainability.

What you will do

• Monitor and resolve customer issues, escalations, technical problems, and incidents.
• Investigate user concerns and ensure clear feedback understanding.
• Collaborate with Product, Engineering, Delivery, and CSM teams to address domain and technical questions.
• Develop and maintain self-service content like knowledge base articles, workflows, and AI bots.
• Aggregate and communicate customer feedback across the organization.
• Improve NPS and CSAT metrics and support processes.

Requirements

• Fluency in both French & English is mandatory.
• 2-3 years experience as Support Specialist or Helpdesk in a technology company.
• Excellent oral and written communication and interpersonal skills.
• Ability to connect the dots and build relationships across teams.
• Empathetic, people-oriented mindset prioritizing quality.
• Hands-on experience with AI tools in professional setting.

Nice to have

• Fluency in German or Spanish.
• Knowledge of CRM tools like Intercom and customer success platforms.
• Experience in B2B Enterprise SaaS.

Culture & Benefits

• Hybrid work model focused around hubs in France, UK, and US.
• Daily use of AI tools for productivity and creativity with guidance provided.
• B Corporation dedicated to societal and planetary benefits.
• Opportunity to shape an early-stage startup changing the world.