Customer Support Analyst - German

TL;DR

Customer Support Analyst (German): Provide technical support to hospitality clients using hirify.global cloud property management system via messaging, email, and phone with an accent on troubleshooting issues, proactive consulting, and documentation. Focus on building customer relationships, improving product usage efficiency, and continuously enhancing internal knowledge base.

Location: Flexible, hybrid working options. Work from anywhere for a few weeks each year via Workation policy. Willingness to work shifts required (Early: 07:00–16:00, Day: 09:00–18:00, Late: 13:00–22:00) to support global 24/7 customers. Relocation options available after 1 year.

Company

hirify.global is a unicorn hospitality tech company offering a cloud-based property management system powering thousands of hotels in over 85 countries.

What you will do

• Develop deep understanding of hirify.global solutions and serve as product ambassador to ensure customers achieve maximum value.
• Deliver exceptional technical support via messaging, email, and phone.
• Proactively consult customers on improving usage and efficiency.
• Build and maintain rapport with key contacts at customer sites.
• Maintain thorough customer documentation and leverage support tools.
• Continuously improve internal knowledge base.

Requirements

• Native or fluent in English and German
• Experience in hotels and/or customer service roles in SaaS
• Outgoing, social, able to communicate across countries and organizational levels
• Ability to take feedback, learn quickly, and adapt
• Willingness to work shifts for 24/7 global support

Nice to have

• Experience using Property Management Systems

Culture & Benefits

• Company share program
• Best-in-class parental leave (6 months fully paid for primary, 2 months for secondary)
• Unlimited paid holiday
• Monthly EDGE time for personal development
• Home office setup budget and monthly working-from-home/healthcare allowances
• Local benefits including regional healthcare and team events