Customer Experience Specialist

TL;DR

Customer Experience Specialist (Manufacturing Platform): Provide first-class customer support for hirify.global’s AI-powered hardware and software platform with an accent on platform navigation, sales cycle support, and issue resolution. Focus on handling live-chat and phone support, processing orders and shipments, proactive customer engagement, and service improvements.

Location: Montreal, QC, Canada (Hybrid work model with regular office gatherings)

Company

Headquartered in Montreal and Berlin, hirify.global helps manufacturers automate factory floor operations with an AI-powered hardware and software platform powering over 25,000 machines across 4,000 factories on 5 continents.

What you will do

• Become an expert on hirify.global’s platform and guide customers through the ecosystem
• Support customers throughout the sales cycle and streamline their experience
• Handle live-chat and phone support, ensuring proper issue routing
• Process order changes, returns, track shipments, and resolve problems
• Proactively engage customers via surveys, calls, and other channels
• Participate in weekly case meetings to identify customer service improvements

Requirements

• Curious mindset with ability to independently structure investigations
• Clear and effective communication skills
• Deep care for customer outcomes and commitment to positive experiences
• Resilient, diplomatic, and calm under pressure
• Fluent in English and French
• Comfortable in a fast-paced environment

Culture & Benefits

• Hybrid work flexibility with home office days and central Montreal location for team gatherings
• Career growth via personalized development plans, bi-annual reviews, and mentorship
• Professional training in leadership, feedback, and team building
• Comprehensive group benefits starting day one, plus parental top-up support
• Team events including quarterly happy hours, annual kick-off, and volunteering days
• Promotion from within with in-house coaching, speaker series, and book allocations

Hiring process

• Initial call
• Meet the team
• Case or take-home assignment
• Onsite meeting and take-home review
• Decision and offer